CCRA Call Center Solutions, a division of CCRA Travel Solutions reports enhancements to its after-hours call service which provides 24/7 global emergency travel assistance to North American based travel agencies.
Over the past year, CCRA has improved the call center’s infrastructure by investing in new technology that will maintain CCRA’s competitive edge in the emergency call center market, and provide travel agencies with even more tools to improve their call management and client experiences, CCRA says.
Included are: new dedicated data security and credit card compliance upgrades that further protect the confidential information of agency partners and their clients; increased internet bandwidth allows CCRA to handle greater call volume and higher call level quality; and an upgrade to the latest version of automated call distribution system software that provides CCRA with improved call management efficiency and voice recognition (IVR).
CCRA reports it has also upgraded its call center agents’ tools to provide more efficient call handling and an improved client experience. CCRA’s new CRM tool provides CCRA with improved account management and communications, while new reporting capabilities offer travel agencies even greater transparency concerning every client call that CCRA receives.
“At the core of CCRA is our strong and ongoing commitment to improve our client relationships, increase our travel agency offerings and remain at the forefront of travel technology innovation,” said Dic Marxen, president and CEO of CCRA Travel Solutions.
“CCRA has been assisting travel agencies in providing after-hours and overflow call services for more than 35 years and we remain dedicated to delivering the highest level of services to our clients,” said Jerry Paquette, head of CCRA’s Call Center Solutions Operations.
CCRA’s 24/7 Call Center Solutions provides the following call center services to North American travel agencies: Digital voice recording, CallTrak Online Agency Monitoring Service, Toll-Free Personal Touch Numbers, Electronic and Paper Ticketing, Emailed itineraries, a VIP desk, and Reservation Center.