By Maddy Barber, Click Travel.
You’d have been hard-pressed to find someone in Britain unaffected by the so called ‘Beast from The East’ this month, which caused blizzards and historically low temperatures across the UK. As endless announcements of rail, road and airport closures flooded in, the Met Office advised not to travel – but where did that leave business travellers?
Thanks to the dedicated reservations team at Click Travel we were able to keep our customers moving, both up and down the country, and internationally! With an unprecedented number of calls – up 48% from the previous week – our reservations team battled the Beast day and night, both from our Birmingham office and from their homes around the country.
As the snow began to fall, we knew our office workers would be able to log-in and work from home with technology like the NVM Platform, NewVoiceMedia’s cloud contact centre solution. As we don’t rely on technology tethered to the physical office we could safeguard customer data in line with our ISO 270001 data security processes, while also increasing the number of employees working, at a time when some businesses were forced to close completely.
It’s at times like these that the travel expertise of our 91-strong reservations team also comes into its own, as complex amendments and fare rules must be negotiated and expert contingency advice makes the difference between getting you to that all-important meeting or not!
The tireless efforts of Click’s team did not go unnoticed however, as grateful customers thanked them for their ‘great customer service’ and being ‘extremely helpful’ in dealing with snow related disruptions. One happy traveller noted “OK they [Click] couldn’t wave a magic wand and make the flights go but they did everything possible to sort me out. Brilliant! Thank you very much, I am very impressed.”
While Click is glad to see the majority of travel plans return to normal as ’The Beast’ moves on, the ever-faithful reservations team and their future-proof technology are ready to take on whatever travel disruptions come your way, and we’ll do our best to get hold of a magic wand for next time…
Download Click Travel’s case study to find out more about its customer service and the improvements the company has made since implementing NewVoiceMedia.
Article first published on the Click Travel Blog and used here with permission.