In an ongoing effort to simplify the work of travel agents and improve the accessibility of its call centre, Air Transat has unveiled a brand-new phone menu that now reflects the best practices and most recent technology in telephony.
A new structure specifically designed to enhance the agent experience and in harmony with Air Transat’s particular set of operational conditions, was implemented.
At the heart of this transformation is the menu navigation, which has been completely streamlined to increase efficiency and reduce the number of options and selection time by over a minute.
In addition, a geolocation service based on the caller's area code has been integrated to automatically serve travel agents in their preferred language.
On the auditory level, the musical atmosphere has also been revamped - it can now be customized between five different styles of music.
Finally, to tie everything together, special attention has been paid to standardizing the voice. From now on, a single voice will accompany callers across all menus.
"Travel agents can now enjoy an optimized end-to-end phone experience," Air Transat said, adding that "several other major features" will be rolled out in the coming weeks.