Our team is continually looking to enhance the traveler
experience despite the many obstacles currently present in the travel
industry. Over the last several months, we’ve identified and implemented
multiple systems to improve our overall client experience to help our
travelers get on their way and have a stress-free trip.
First, we recently implemented Call Back Assist across most of our
government client base. Call Back Assist allows a call to remain
in our call queue without the traveler needing to remain on hold with
us. Many travelers are used to using Call Back Assist technology when
they do things like places that have long call queues like airlines or
their banks. The traveler then receives a call back, with a TMC
agent already on the line and ready to assist, as soon as their call
reaches the front of the call queue. Call Back Assist gives travelers an
idea of how far into the queue they are as opposed to waiting on hold
for extended periods of time. We understand our travelers are busy, so
instead of waiting on hold, they’re able to go about their day, whether
that’s continuing to do work-related tasks or simply spending time with
their family.
We have also introduced a Live Chat feature, which we continue to
expand the available functionality. With Live Chat, travelers can
interact with our team without needing to place a phone call and sit on
hold. Visit our chat portal here to utilize the chat function.
Additionally, we’ve introduced automation where travelers can resolve
their own issues, such as a charge card decline due to an invalid
expiration date or too low a credit limit without needing to contact us
at all.
We understand that sometimes the traveler experience can be
frustrating and stressful. Our team is continually working behind the
scenes to make your travel experience as stress-free as possible.