SYSTEMS supplier Chauntry has launched a system to enable call centre reservation staff to offer a better service to clients.
Called Computer Telephony Integration, the technology links an operator’s reservation system and telephone system.
Chauntry managing director Theresa Hughes said: “When a call comes in, the call centre system is able to identify the telephone number that the caller is ringing from and the system enables the centre to personalise the call.
“For example, it can identify if that person has already booked, and if so, at the point that the operator answers the telephone, it can automatically display the client history on the screen.”
The system was designed for direct-sell company Travelscope Promotions, which installed the technology last month. However, Hughes thinks CTI has huge potential among the growing number of tour operators with call centres.
She said: “Until now, the travel industry has not really been aware of the potential of CTI, whereas other industries such as mail order companies are already making very effective use of it. However, there are a growing number of travel call centres and I believe this technology will become commonplace.”
Chauntry is looking at expanding the type of services which CTI can provide.
Hughes added: “There are a huge number of things which can be done, such as automatically routing the call to the person that last handled the booking, or routing the call through to the highest-selling operator in the call centre.
“It can offer some useful management information about all of an operators’ reservations staff to see how many calls can be answered, how many brochures they sent out and how many were converted into options and how many into firm bookings. It enables an operator to really start to track the whole thing.”
CTI can also be enhanced to provide call centre staff with a lot more information before they even answer the telephone.
In addition, the system can be used by account departments who can look up a client’s details on the reservation system and then press a button on the screen which will automatically start dialling the telephone number.