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7 types of travel agents around the world

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Travel agents are an important part of the tourism industry. There are several different types of travel agents. The different types of travel agents vary according to the service they provide and the products that they offer. In this article I will teach you about the different types of travel agents and provide some examples too.

What’s a travel agent?

High street travel agents, business travel agents, call centre travel agents, internet travel agents, independent travel agents, multiple travel agents, miniple travel agents, types of travel agents: to conclude, further reading .

A travel agency is a private retailer that sells travel-related products and services to consumers. This includes package holidays as well as individual holiday elements such as hotel rooms, flight tickets and travel insurance.

Travel agents typically use global distribution systems (GDS). These systems enable to travel agent staff to receive real-time updates on availability and prices and to make bookings.

Travel agencies typically take a percentage of the overall fee that a consumer pays, known as commission. Commission rates vary depending on the product and/or service that is sold. It is for this reason that consumers will sometimes pay more for a holiday booked through a travel agency than they would if they booked it directly with the suppliers.

Did you know that you can set up your own travel agency business and earn from your sofa? Find out how here!

The different types of travel agents

There are four main types of travel agents in the travel and tourism industry: high street, business, callcentre and Internet. I will explain how each of these types of travel agents work below. BUT before you read on, hit play on my new YouTube video below!

High street travel agents have been around for a long time. Up until only a few years ago, high street travel agents were the most popular and themes common types of travel agents.

High street travel agents are typically found in major shopping areas, such as local high streets or in shopping malls.

High street travel agents typically have an area where holiday brochures are displayed and desks for consumers to sit at and talk than travel agent. Travel agent staff are generally very knowledgeable about the products and services thatchy are selling and offer high standards of customer service.

Many people continue to prefer house high street travel agents because they enjoy the face-to-face interaction.However, fewer and fewer people have been using travel agents in recent years. This has led to the closure of many high street travel agents.

High street travel agent examples: TUI, Hays Travel, Cooperative Travel

Business travel agents specialise in planning and booking travel for business purposes. Business tourism is one of the largest types of tourism . As such, this is an important type of travel agent.

Business travel agents do not always have a visible high street presence. Instead, they may be tucked away in office blocks or in quiet locations.This is because they do not tend to have walk-in business.

Business travel agents typically work with companies to organise business travel. Stays tend to be shorter than ordinary holidays. Business travel agents are popular because they help to save organisations timed money, given that they are able to quickly plan itineraries and book travel the best prices.

Business travel agent examples: Crystal Corporate, Click Travel, Kanoo Corporate

A call centre travel agent is a travel agent which is based in a call centre.

Call centre travel agents provide advice and guidance on booking your holiday via the telephone. Many major travel agencies will have call centres as wells high street shops.

Call centres have lower overheads than high street retailers because they do not have to pay premium prices for their offices- they have the flexibility to be based anywhere.

Some companies even choose to base their callcentres in developing countries, where wages and overhead costs are lower. However, this has been known to have a detrimental impact on the service offered due to language barriers and cultural differences.

Call centre travel agent examples: Flight Centre, Virgin Holidays

Internet travel agents are travel agents theatre based the Internet. This includes major travel companies as wells independent travel agents who are working from home.

Internet travel agents are the most popular types of travel agents nowadays. Many people prefer to book online.

Just like high street travel agents, Internet travel agents take a commission from the money paid by the consumer.

The rise of the Internet travel agent has been so significant in recent years that there is now a lot of competition in the marketplace. This helps to drive down prices and to make holidays more affordable to customers.

Internet travel agent examples: Expedia, Booking.com, Agoda

Types of travel agents

Types of travel agent businesses

The types of travel agents can also be distinguished by their business model. There are three major business models that are used: independent, multiple, miniple. I will explain what each of these are below.

An independent travel agent is an agent is a unique company. There is only one branch and it is not associated with any other travel agency stores or companies.

Independent travel agents are commonly found in small towns and villages. They are usually locally-run businesses. Because of scales of economy, independent travel agents are often not able to compete with the lower prices offered by larger types of travel agents.

Independent travel agents do not necessarily need to have physical travel agency. There are many people who are running their own, successful travel agency businesses from home. These are Internet travel agents who are operating on an independent basis.

Since COVID-19, many organisations have reduced their business travel requirements, opting instead for Zoom calls and webinars facilitated by the shut-in economy . It is predicted that this change will be irreversible and therefore that the need for business travel agents will be permanently reduced.

A multiple travel agent is one which has a chain of branches. They are typically large organisations with a strong high street presence.

Multiple travel agents did have a monopoly of the market for many years. However, they have struggled to compete with the Internet travel agents, who have fewer overheads and are more conveniently located- on a consumer’s computer/smart device!

Miniple travel agents are travel agents that have several branches. These are usually mid-sized companies. They are often regional.

As you can see, the travel agency market has changed a lot in recent years. We have moved away from the traditional multiple on the high street towards an Internet-based approach when researching and booking our holidays. Nonetheless, there does continue to be a desire for travel agents, albeit largely online.

If you’re studying travel and tourism then I highly recommend the following texts to support your learning:

  • The 10 Major Types of Events
  • The 8 Major Types of Cruise
  • 150 types of tourism! The ultimate tourism glossary
  • 20 Popular Types of Hotels Around The World
  • 21 Types of Tourists Around The World

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Types of Travel Agents: A Comprehensive Guide

This blog explains who a Travel Agent is, what the different Types of Travel Agents are, and how they function in the tourism industry. It also provides some examples of each type of Travel Agent and their advantages and disadvantages for Travellers.

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Thus, understanding these different Types of Travel Agents can empower Travellers to make informed decisions. Moreover, it will ensure a more personalised and stress-free Travel experience that aligns perfectly with their unique needs and preferences. So, let’s delve in to learn more! In this blog, you will learn who a Travel Agent is, the different Types of Travel Agents and their roles and responsibilities in great detail. 

Table of Contents  

1) Who is a Travel Agent? 

2) What are the different Types of Travel Agents? 

     a) Independent Travel Agents  

     b) Online Travel Agents 

     c) Visitor information centres 

     d) High street Travel Agents 

     e) Business Travel Agents 

     f) Call centre Travel Agents 

     g) Multiple Travel Agents 

     h) Miniple Travel Agents 

3) Conclusion 

Who is a Travel Agent?  

A Travel Agent is a person or a firm that arranges Travel products and services for customers. These Agents can work as intermediaries or organisers. An intermediary Travel Agent acts for another party, such as an airline, a hotel, or a tour operator. They then plan a journey or a stay for a customer in return for a price. They also offer many services or a series of services, such as transportation, accommodation, sightseeing, and activities.  

Travel Agent Training

What are the different Types of Travel Agents?  

There are many Types of Travel Agents in the tourism industry, each with its own characteristics, advantages, and disadvantages. Let’s explore their different types: 

1) Independent Travel Agents  

Independent Travel Agents are self-employed or work for a small agency that is not affiliated with any larger network or organisation. They have more flexibility and autonomy in choosing their suppliers, products, and services. They can also offer more personalised and customised services to their customers, such as the following: 

1) Tailor-made itineraries 

2) Special deals 

3) Niche products 

Independent Travel Agents can operate online or offline and can specialise in a particular destination, market segment, or type of Travel. But such specialisations require possessing Specialised Travel Agents Skills . 

However, Independent Travel Agents may also face some challenges, such as limited resources, higher costs, lower commissions, and less bargaining power with suppliers. They may also have less visibility and credibility in the market and may struggle to compete with larger and more established Travel Agents. 

2) Online Travel Agents    

Online Travel Agents are Agents who operate exclusively on the internet, using websites, mobile apps, or social media platforms to offer and sell Travel products and services. Online Travel Agents have many advantages, such as the following: 

1) Lower overheads 

2) Wider reach 

3) 24/7 availability 

4) More convenience 

5) Choice for customers 

Online Travel Agents can also use technology to enhance their services, such as online booking systems, chatbots, Artificial Intelligence (AI), and Big Data. Online Travel Agents can offer a variety of products and services, such as flights, hotels, car rentals, tours, cruises, and packages. Some examples of online Travel Agents are Expedia, Booking.com, Skyscanner, and Airbnb. However, online Travel Agents also face some challenges, such as the following: 

1) High competition 

2) Low customer loyalty 

3) Security and privacy issues 

4) Lack of human interaction 

5) Personal touch 

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3) Visitor information centres  

Visitor information centres are Travel Agencies that provide information and advice to tourists at the destination. They are usually located at airports, train stations, bus terminals, city centres, or tourist attractions. 

Visitor information centres can help travellers with maps, brochures, guides, timetables, bookings, reservations, and local tips. These centres can also promote and sell local products and services, such as souvenirs, crafts, tours, events, and activities.  

Some examples of visitor information centres are Visit Britain and Tourism Australia. Visitor information centres have the advantage of being close to the customers and having firsthand knowledge of the destination. However, visitor information centres may also have limited resources, staff, and products and may depend on the seasonality and popularity of the destination. 

4) High street Travel Agents  

High street Travel Agents operate from physical shops or offices on the streets or shopping centres of towns and cities. High street Travel Agents can offer a range of products and services, such as the following: 

1) Flights 

2) Hotels 

3) Car rentals 

4) Tours 

5) Cruises 

6) Holiday packages 

They can also provide face-to-face consultation, customer service, and after-sales support. Some examples of high street Travel Agents are Thomas Cook, TUI, and Flight Centre.  

High street Travel Agents have the advantage of having a strong brand presence, a loyal customer base, and experienced staff. However, high street Travel Agents also face some challenges, such as high rent, overheads, staff costs, low margins and commissions, and competition from online Travel Agents and direct suppliers. 

5) Business Travel Agents  

Business Travel Agents specialise in arranging Travel products and services for corporate clients, such as companies, organisations, or government agencies. Business Travel Agents can offer products and services that meet the specific needs and preferences of business travellers, such as the following: 

1) Flexible fares 

2) Convenient schedules 

3) Premium seats 

4) Airport lounges 

5) Meeting rooms 

6) Corporate discounts 

Business Travel Agents can also provide account management, reporting, invoicing, and Travel policy compliance. Some examples of business Travel Agents are American Express Global Business Travel, BCD Travel, and CWT. 

These Agents have the advantage of having a stable and profitable market segment, long-term contracts, and high-value customers. However, business Travel Agents also face some challenges, such as high expectations, complex regulations, and changing Travel trends and technologies. 

6) Call centre Travel Agents  

Call centre Travel Agents are professionals who operate from a centralised office or facility that handles a large volume of phone calls from customers. Call centre Travel Agents can offer and sell travel products and services over the phone, using a computerised reservation system and a script. Call centre Travel Agents can also provide customer service, support, and assistance. 

Some examples of call centre Travel Agents are Expedia, Priceline, and Travelocity. Call centre Travel Agents have the advantage of having lower costs, wider reach, and faster response than high street Travel Agents. However, they also face some challenges, such as high staff turnover, low customer satisfaction, and communication barriers. 

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7) Multiple Travel Agents  

Types of Travel Agents: Services offered by Multiple Travel Agents

They can also benefit from economies of scale, bulk buying, and brand recognition. Some examples of multiple Travel Agents are TUI, Thomas Cook, and Flight Centre. These Agents have the advantage of having a dominant market position, loyal customer base, and extensive distribution network. However, multiple Travel Agents also face some challenges, such as the following: 

1) High overheads 

2) Staff costs 

3) Competition from Online Travel Agents and direct suppliers 

8) Miniple Travel Agents  

Miniple Travel Agents operate as part of a small or medium-sized chain or group that has a few branches or outlets across different locations. They can offer a variety of products and services, such as flights, hotels, car rentals, tours, cruises, and packages. They can also provide more personalised and customised services, such as the following: 

1) Niche products 

3) Local expertise 

Some examples of miniple Travel Agents are Trailfinders, STA Travel, and Hays Travel. Miniple Travel Agents have the advantage of having a flexible and adaptable business model, a loyal customer base, and competitive prices. However, they also face some challenges, such as limited resources, bargaining power, and brand awareness. 

Conclusion  

We hope you read and understand the different Types of Travel Agents. The world of Travel Agents is diverse, catering to a wide range of traveller preferences and needs. From traditional brick-and-mortar agencies to online platforms and specialised niche Agents, there's a Travel Agent for everyone. Choosing the right one can enhance your Travel experience, making your journey smoother and more enjoyable. 

Transform your passion for Travel into a thriving career with our Travel Agent Training – sign up now!  

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The travel and hospitality industries are some of the most demanding in terms of 24/7/365 comprehensive communication and support for customers. This generates more calls, more emails, and more webchats for customer service and support agents. This challenge is further heightened by the need for support agents to provide both the language knowledge and the technical abilities in order to offer immediate assistance, travel booking adjustments, itinerary modifications, booking reconfirmations, and more. 

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9 Call Center Script Examples (+ Template)

By: Jonathan DeVore on February 7th, 2024

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9 Call Center Script Examples (+ Template)

Have you ever been at a loss for words? Or have you ever witnessed a call center agent get tongue-tied on a call because they don’t know what to say next?

Working as a call center agent is an intimidating job. Reps have a lot of information to learn. Then they need to remember that information to answer calls as they handle calls.

That’s a lot of pressure. When you have call center scripts, it helps take the pressure off of your call center reps.  It provides them a guide on what to say and do so they don’t have to rely on their memory.

For 11 years, I’ve worked as a content coach at ScreenSteps, a  knowledge ops solution  that helps call centers. In this time, I’ve helped companies  use best practices to write clearer and more efficient scripts  that save their call centers time and money.

Use this blog post as a source of inspiration for writing your call center scripts. These nine scenarios are common procedures across different call centers.

DOWNLOAD CALL FLOW TEMPLATE For additional help,  here is a free call flows template to help you organize your call center scripts and call flows.

What is a call center script?

Before we dive into the examples, let’s define what a call center script is .

A call center script is a document that helps call center agents know what to say and do. It is both a conversational and operational tool that aids your customer service agents on calls.

Call center scripts are precisely written to optimize a call. It is organized in a specific order for efficiency. Agents are expected to follow the scripting verbatim.

Call flows vs call center scripts

Another approach to call center scripts is call flows. A call center call flow  is more of an outline of how a call should be handled.

It still offers a specific order for asking questions and performing tasks, but there is more flexibility. A call flow prompts agents on what to say and do.

Often, when people talk about call center scripts they are actually talking about call flows.

🔎  Related:   Call Center Script vs Call Flow: What Are They? When Should I Use Them?

A warning: One common mistake with call center scripts

When content authors create call center scripts, they are often tempted to write every call from beginning to end. These call center scripts include multiple procedures in one call flow. It ends up being the size of a manual.

Instead, you should create mini-scripts for different procedures . Not one big script. Each procedure should have its own script. Your call center agents will pull up these separate scripts while they are on a call depending on what they need.

It helps to have a system — like a call scripting software or a knowledge base  — to help your agents access these call center scripts and call flows quickly while they are on a call.

Related:   6 Tips for Writing Clear Call Flows in Customer Service

9 call center script and call flow examples (full scripts)

Male and female call center agent take calls at their desk

For your call center, you’ll need a script for each of the main processes and procedures. These nine examples will help you get started on your call center scripts and call flows.

Feel free to copy and paste these examples and make them your own. Or you call download our free call flows template to help you write your own scripts.

The script in italics is recommended phrases for call center agents to say. Regular text notes on what to do.

1. Call center script for call intake

No matter your industry, you will always have an intake script. So this will be the first procedure in your process. This is the opening to every call your agents answer.

With a call center intake script, your goal is to help your agent identify why the person is calling as quickly as possible. This helps the agent resolve the call faster. That means you need your agent to direct the call .

Once reps get to Step 3, Act , they will need to reference a separate guide/script/flow.  Those are dependent on the purpose of the call. Each purpose should have an independent procedure to complete the necessary task.

1. Greet and Verify Thanks for calling Acme Bank. My name is _________. Can I have your name and account number? Alternatives if they don't have their account number: Last 4 of social Two security questions answered correctly 2. Identify purpose of call Actively listen Ask clarifying questions Get agreement on what the call is about 3. Act Locate the correct resource Review resource Apply guidance from the resource

Additional opening lines for a call

  • "Hi, thank you for calling _________. My name is _________ and I'll be assisting you. How can I help you today?"
  • "Thank you for calling __________. My name is ____________. How can I direct your call?"
  • "Thank you for contacting ________. My name is ___________ and I'll be directing your call. How can I assist you?"

2. Call center script for healthcare

The healthcare industry is expansive. From primary care to dermatologists, there are a wide variety of different specialists. They all need a team to schedule their patients and gather insurance information.

Many offices in the healthcare industry hire business process operations (BPOs) to manage their customer support  for scheduling patients.

Because each office has its own processes and information they need to gather, you need a call center script to make sure patients are prepared for their appointments .

Here is an example of a basic script for scheduling patients.

Thank you for calling Medical center. This is ____ speaking. How may I assist you? Listen for purpose of call and  take notes Is patient already in system? Yes  – When was patient last seen? Over 30 days ago –  Schedule as new visit using doctor table Less than 30 days ago  – Schedule as follow-up using doctor table No  – When was patient last seen? Over 90 days ago –  Schedule as new visit using doctor table Less than 90 days ago  – Schedule as follow-up using doctor table Is patient a Worker’s Comp patient? Schedule using doctor table ONLY schedule physicians who work with WC Yes –   Complete WC paperwork No  – Schedule using doctor table Yes  – Is this patient a Location A patient? No  – Create new record Confirm communication preference with patient Inform patient of what they need to bring to appointment Recap the call End call

3. Call center script for a retail account

One common retail question is: “Can I return this item?” Here is an example script to help you handle the return procedure.

Was the item purchased over 30 days ago? Yes – Unfortunately, you cannot return items  purchased over 30 days ago No – Was the item damaged when it was delivered? Yes –  Unfortunately, you cannot return items  that have been opened No  – Is the value of the returned item over $300? Yes  – I will need to get my supervisor to approve the return No – We can process the return for you. Yes – We can process the return for you. No – Have you opened the item?

4. Call center script for billing and payment

If a customer needs to update their billing or wants to make a payment, here is an outline of what a call center agent should say.

Note:  This script is dynamic.  It allows you to follow prompts according to the choice the caller makes. They can read the words in italics verbatim or follow the general instructions.

Would you like to pay by credit card, check, or bank transfer? Credit Card Would you like to provide credit card information over the phone or would you like to use a secure link to fill out the information online? Over the phone – Take information over the phone Secure link  – Send secure link Check Make the check payable to __________________ and send it to PO Box Beverly Hills 90210 Bank Transfer Provide the following information: Account number: 4858724569u2569345 Routing number is 48576983483

5. Call center script for technical support

One common reason customers call is they can’t figure out how to do something on your company’s website or they need some other technical support.

Here is an example of a call center script that an agent would use if asked: “How do I set up Single Sign-on with Salesforce?”

Notice the use of a checklist to make it easier for agents to go through a list of tasks in a particular order.

Confirm your account is set up for Single Sign-on Do you want to set up Single Sign-on at the account level or site level? Account level – No additional steps Site level  – Confirm your site is marked as private Does your Salesforce instance use My Domain? Yes  – Complete the following tasks: Generate a self-signed certificate on Salesforce.com Enable Salesforce as an Identity Provider Download Metadata from Salesforce Upload Metadata to system Copy the SAML Consumer URL and Note Entity ID Create a Connected App in Salesforce Enter Basic Information Enter Web App Settings and Save Assign User Profiles to your Connected App in Salesforce No  – Complete the following tasks: Confirm you have a sandbox Create Salesforce.com login URL Configure Remote Login URL and copy Remote Authentication Token Create New Class in Salesforce Paste in Controller Code Create a Visual Force Page Paste in Page Markup Set permissions for the Visualforce Page Test the connection Deploy code to production and update URL in system

hbspt.cta._relativeUrls=true;hbspt.cta.load(120141, 'aa346315-5110-4e30-a959-d79407eff620', {"useNewLoader":"true","region":"na1"});

6. call center script for a financial account.

Banks and credit unions have a variety of different accounts for people to set up. If a customer wants to open a personal account at your bank, here is an example call flow.

Notice how the script examples don’t necessarily use full sentences . Sometimes they leave out articles like “the” and “a/an.”

Complete the following Determine if DISCOUNT Rate applies Confirm customer does not need two signatures Provide the applicable Brochures and Privacy Notice Review Personal Deposit Account Agreement and Disclosures Review interest table if applicable Is account interest bearing? Yes – Explain rules, penalties, and rates No  – Explain rates Yes – Is it a CD? No  – Nothing additional Is customer applying for Debit/ATM card? Yes  – Provide Bank Disclosure No  – Nothing additional Is customer subject to the risk assessment? Yes  – Perform risk asssessment No  – Nothing additional         Sign documents Gahter ID Review Accounts that were opened Remind customer about fund availability policy Remind customer of branch locations

7. Call center script for troubleshooting

Customer support is available to help customers when something isn’t working properly. When that is the technology isn’t working or another issue, you need troubleshooting guides so your call center reps can remotely help customers troubleshoot issues.

This troubleshooting guide example shows a troubleshooting guide for when a printer isn’t working.

Notice how each troubleshooting step is a brief instruction and that each step is presented as a bullet point.

The problem can be caused by your printer, computer, or wireless network. The first thing we'll  check is whether your printer can print without the computer . Do the following to check whether it can print Load paper Press Home button Select Setup > OK Select maintenance and press the OK button Select Nozzle Check > OK Press the Start button Did the printer print? Can you print now? Navigate to System Preferences Select Print & Scan Select your Printer Click – to remove printer Click + to select your printer with Kind set as Bonjour Yes  – Success! No – Continue troubleshooting Yes  – Review error chart for solutions No  – Escalate call to technical support Yes – Delete pending jobs in print queue No  –  Check LCD for error messages. Does it have any?

8. Call center script for updating an account

Most companies require authorized account owners to make changes to an account. Here’s a call center script to help agents ask the right questions in the most efficient order .

Is the requestor the account owner? Is proposed account owner an Admin? Yes  – update account owner No  – request that they make proposed owner an Admin Yes – Request that the current owner reach out to request the change No – Do they have access to their email? I'm going to confirm this request with the other Admins on the account. If they confirm, make the update. If they do NOT confirm, escalate to manager. Yes  – Send email to account owner's email address No  – Send email to other Admins on account Yes  – Ask for name of proposed account owner No  – Is current owner available?

9. Call center script for closing a call

Once you’ve resolved the issue or completed the purpose of a call, your rep needs to close out the call. That involves more than saying “goodbye.”

How do you want your agents to sign off on a call? What do they need to do after finishing a call? Here is a basic call closing script with a procedural call flow for step 2.

1 . Close call If call was resolved:   I'm glad I was able to help! Have a great rest of your day. If call was NOT resolved:   I'm sorry we weren't able to get this resolved for you. [Repeat any action items that need to happen in order to resolve the call.] 2 . Wrap up work Update status to "After call work" Document notes Perform any tasks that must be completed Update status to "Ready" when finished

Reduce agent mistakes with clear call flows and scripts

Writing call center scripts is challenging. You are creating a guide for the optimal way to perform a call to help your call center agents be more efficient. When you are documenting these call center scripts in Word and other text formats, your capabilities are limited.

It helps to have interactive call center software — like call scripting software or a knowledge base  — to help you write clearer guides. These software programs help walk your call center reps through a call step-by-step.

With a ScreenSteps knowledge base, our interactive workflow articles provide step-by-step instructions. Call center agents to make fewer mistakes because the guides help them so they don’t miss vital steps.

If you want to write clearer call center scripts and call flows, download this free call center template . It will help you outline the information you need to include in your call flows.

Call Flow Template

About Jonathan DeVore

Customer Success

Hays Travel Careers

  • New to Travel
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Hays Travel Sales

If you have a passion for delivering excellent service... We have the role for you!

Be part of the team.

We're always looking for exceptional people to join our expanding Call Centre teams across the UK or at our head office based in Sunderland. Although our Call Centre teams are not face to face with our customers they are able to make our customers holiday dreams become a reality.

We engage with customers over the phone, via email and through social media channels - so you have the chance to use your customer service and sales skills on multiple platforms. All we ask is that you have exceptional customer service skills, ability to work in a fast paced environment and you are able to build a rapport with our customers to deliver their perfect holiday and resolve any queries.

Join us and you'll have the chance to work in an exciting and fast-paced environment to sell that holiday people look forward to all year. Of course, it's not all about work. We are a Company that celebrates success, is supportive, listens and develops you, plus as one big family we like to party too.

Featured roles

We have the below exciting roles operating in our virtual and head office based call centres. If you are passionate to deliver excellent customer service and want to join a successful team then join one of our successful teams.

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Virtual Call Centre

Working as part of a successful digital sales team in a fast-paced & highly motivational sales environment you will engage with our customers who have shown an interest in booking a holiday with Hays Travel. Our customers are at the forefront of everything we do, so exceptional customer service experience is required with 2 years direct travel sales experience. You will get to be part of an amazing growing team and have unlimited earning potential through our bonus scheme and impressive incentives.

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Head Office Call Centre

Our in house Call Centre is an operational team which receives high volumes of incoming calls, live chat and email enquiries from agents, supplier partners and other head office teams in relation to customers needing assistance in resort. Our main focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team targets. If you have customer service experience then this could be the role for you as travel experience is not required. Be part of an expanding team and start your career in travel.

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Cruise Call Centre

Be a part of our knowledgeable and expanding Virtual Cruise Call centre team who deliver exceptional customer service in order to maximise sales and overall profitability. The role will see you finding every customer their ideal holiday through calls, email, social media and live chat. You will be provided with ongoing training and support ensuring you are equipped with specialist knowledge to confidently advise on an extensive range of holiday packages and tailor-made holiday experiences. Due to the complexity of the role we do require 3 years' experience within a travel sales role. Come and be a part of our expanding Cruise team.

Rewards and recognition

We want to recognise that our growing business wouldn't be successful without the hard work and commitment of our teams - see what we have to offer.

Competitive salary and unlimited bonus

Smile rewards, shopping discounts, educational opportunities, holiday discounts, give back to your local community, state of the art technology, career progression and development.

Welcome to Jet2careers

Travel Contact Centre

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A friendly voice to help

Combine a friendly tone with expert advice and what do you get? Our home-based Travel Contact Centre team. Always striving to achieve shining standards of service on every call, our travel experts take direct calls from customers, travel agents and groups of nine or more, answering queries, offering support and helping them to book our award-winning Real Package Holidays™. We’re dedicated to excellent service, which is why we’re open 364 days a year!

Latest opportunities

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Contact Centre Travel Advisor (Part Time 30 hours)

call centre travel agents example

Travel Advisor

Our Travel Advisors take customer sales calls and are there to help our customers with any pre-holiday queries, delivering a fantastic service from booking to departure and offering guidance to ensure we find the perfect Jet2holiday for our customers.

call centre travel agents example

Team Leaders

Our Team Leaders take responsibility for leading, coaching and motivating our Travel Advisor teams to deliver fantastic sales and service to our all-important customers.

call centre travel agents example

Team Managers

With oversight and management of service delivery, our Managers drive performance and departmental strategy, oversee our Team Leaders and support our senior management team in driving excellent across our Travel Sales and Service teams.

Our locations

Our Travel Contact Centre teams are home based.

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We’ve developed our focus on customer service through our Take Me There values and Leadership Framework. And we focus on delivering these values at all times.

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call centre travel agents example

At Jet2 , we appreciate the hard work of our Travel Contact Centre team and reward excellent performance.

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We Are One Team

We want our customers to receive excellent service, which is why we make sure all our Travel Contact Centre colleagues receive excellent training. From company process to tone of voice, we want you to be travel experts, fully equipped to deliver assistance and advice on all booking requests. This way, our colleagues are happy and so are our customers.

News and Insights

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Finding the right company for you – Researching Company Culture & Values

Matt Walkley is the Talent Acquisition Partner for our IT and Technology teams in Head Office and has 18 years of recruitment experience covering IT, Finance and Education. Here he...

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Updating your LinkedIn profile: How to get noticed

Whether you’re aiming for career advancement, networking opportunities, or simply showcasing your skills, keeping your LinkedIn profile updated is key! Anna Mitchell is a Talent Sourcing Specialist here at Jet2.com...

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LinkedIn hints & tips from the Talent Acquisition team

Jen Clegg is the Talent Acquisition Partner for some of our Commercial teams in Head Office and has 8 years of recruitment experience covering IT, Corporate & Customer Service. Here...

Kwestyon

Call Center Travel Account Explained: Tasks & Processes

call centre travel agents example

If you found this post through Google Search, chances are, you either have an interview coming up or you just got hired to work for a call center travel account. In that case, good luck or congratulations! While product training will definitely be provided, it’s still best to start your training with a decent idea of how the travel industry works. Especially if you’re a newbie.

Since most call center training could feel quite rushed and overloaded with information than any trainee has time to fully digest, it could be challenging to grasp the processes. So, in this article, you’ll learn the basics of the travel account, its structure, the parties involved, the job description, processes, and what to expect as a complete beginner. So as soon as you start training you’d have a pretty decent idea of the basics and can proceed learning your account’s knowledge base.

Table of Contents

What is a call center travel account.

A travel account is a call center campaign that caters to the travel industry. Depending on the company, the job descriptions vary, but it all boils down to this: ensure that the customers get the best experience out of their travels. To understand travel account, know that there are 3 main parties involved : the customers (travelers), the direct vendors, and the travel agencies.

The vendors are direct providers of travel-related services (hotels, airlines, tours, car rentals, travel insurance, etc.). Travelers book from these vendors. However, some prefer not to and instead book from a third party: travel agencies .

Examples of travel agencies

Travel agencies do not provide the services like direct vendors. Instead, they buy tickets from direct vendors and then resell them to travelers. In a way, they are resellers.

You may ask: Why book from a third party when you can book from direct vendors? After all, wouldn’t prices be cheaper from direct sellers? Well, not necessarily. Because travel agencies buy tickets from vendors in bulk at a special rate, it is entirely possible for travel agencies to offer cheaper prices than direct vendors themselves.

This is a win-win for both parties. While vendors sell their tickets at a lower rate to agencies, they get sure sales in bulk. The profit must be substantial enough to allow discounts.

Pros of booking from travel agencies

For travelers’ side, there are even more reasons to book from travel agencies. Travel agencies can:

  • Connect travelers to trusted vendors.
  • Find flexible fares that fall within the budget.
  • Take the burden off of having too many choices.
  • Offer more convenience and flexibility in the event of cancellations and changes.
  • Curate itineraries according to the needs of each traveler.

Of course, some customers still prefer to book directly from vendors but there’s also a considerable percentage of travelers who heavily rely on travel agencies.

Travel agent job description

Travel agents’ roles can vary depending on which LOB (line of business) you’re assigned. Some do sales, customer service, or a little bit of both.

  • Answer booking and billing inquiries.
  • Keep records of client bookings.
  • Book accommodation, transportation, and tours throughout the trip.
  • Plan itineraries based on clients’ budgets, preferred travel dates, destinations, and transportation.
  • Handle unforeseen issues that arise (delays, cancellations, refunds, complaints) by contacting vendors on behalf of clients.
  • Ensure that clients are aware of travel policies and requirements like visas, passports customs, insurance, and vaccinations.

These are just the most common tasks. Depending on a company’s requirements, a travel agent’s job description could vary into a more specialized nature.

Travel account mock call

To give you an idea of the typical issues that travel account CSRs encounter on a daily basis, here’s a mock call between a client and three travel customer service representatives from three companies: an airline, a hotel, and a travel agency.

Scenario : The customer’s flight was rescheduled a day later due to bad weather. However, she needs to fly on that same day or miss an important dinner meeting. She also booked a non-refundable hotel ticket.

Customer calling a travel agency

Agent:  Thank you for calling Kwestyon Travel and Tours. This is Candace, how may I assist you today? Customer: Yes, Candace. Listen, I’m a little tense here. The airline, all of a sudden, rescheduled my flight to tomorrow, it’s supposed to be today at 9AM. And I sure booked that flight for a reason. I have an important dinner meeting this evening. So any flight after 3 PM is useless to me. I need the soonest available flight today. Today, not tomorrow. And that’s not all. I have a non-refundable hotel reservation. So you tell me, what do I do now? Because I’m in a tight spot here. Agent: I’m so sorry for the experience. I’ll do my best to help you with this as soon as possible. Why don’t we start with your flight booking then we’ll go over your hotel reservation afterward? Customer: Okay. Please. It’s an important dinner meeting. For work. I cannot miss it. I booked it so early! And now this? Agent: I understand the urgency of your concern. My top priority right now is to get you the earliest flight possible before 3 PM. I’ll check all the options we have for you. May I have your name and flight booking? Customer: My name is Tabitha Ratched. Flight booking number is KLM359.  Agent: Thank you.  Allow me a few minutes to go over the records here. One moe Customer: I need the next flight today, before 3 PM. Nothing later than that. Okay? Agent: I understand. Let me just pull up your records here. One moment… Okay, upon checking here, we can only reissue tickets for the next day’s flight on my end but I’ll go ahead and call US Pacific Airline.  I will explain the situation you’re in and check if there are available seats for the next flight today.  May I put you on hold for 3-5 minutes while I talk to them? Customer: Okay, I’ll wait. You have to fix this. Agent: I will try my best.   I’ll be right back. Please hold. Customer: Okay.

Travel agent calling an airline company

Airline: Thank you for calling US Pacific Airline. This is David. How can I help? Agent: Hi, this is Candace from Kwestyon Travel and Tours. I’m calling for our mutual customer, Tabitha Ratched. Her flight booking number is KLM359 (Kilo, Lima, Mike). Her flight is set for today at 9:00AM but I’m seeing your airline has moved it to tomorrow. I have her on the other line and she’s in a tight spot right now. She has an important work-related meeting later today and has a non-refundable hotel booking also affected by the change. Is it possible to move her flight to the next flight today Airline: Okay. Give me one moment. I’ll check it for you. Agent: Sure. Airline: Yes, our apologies. There were some delays due to maintenance so we moved all the passengers from her flight to tomorrow. Now, the good news is the maintenance was finished earlier than expected so there will only be a slight delay. Let me see if we have an available seat for her on the next flight. One moment. Agent: Oh, that would be perfect. Thank you! Airline: Sure thing. (Two minutes later.) Thanks for waiting.  There are a few more seats available for the next flight today at 1PM.  This is the earliest available. We can move her to this one. Agent: Sounds great! Let’s move her to that flight then.  Airline: Okay, I will. Agent: For documentation purposes may I have your last name and designation? Airline: David Smith, Passenger service agent. Agent: All right. Thank you so much for your help, David. That’s all I need. Airline 7: You’re welcome, Candace. Thank you for calling US Pacific Airline.

AGENT GETTING BACK TO THE CUSTOMER FOR AN UPDATE Agent: Thank you for waiting, Tabitha. Customer: Mm-hmm? Agent: I was able to speak with UPA and I am pleased to inform you that there are seats available for the next available flight today at 1:00PM. Customer 7: Oh, thank you! Thank you! That’s perfect! I really need to fly today, you know. I thought I could never make it! Agent: You’re welcome! Fortunately, the maintenance finished earlier than expected so there was only a slight delay after all. Customer: That’s really fantastic. Now, I guess I don’t have to worry about my hotel reservation, right? Agent: For your hotel, since you’re going to be arriving later than expected, I will contact the property so you won’t be tagged as no-show. May I have the itinerary number? Customer: Oh, good idea. It’s H08945. Agent: Thank you. I’m checking it now. Let me take a look at your reservation details. The room type, as you said, is non-refundable and is subject to penalty in case of cancellation and no-show. You’ll still be arriving today at the property but I will call to inform them so they won’t tag you as no-show. Just to make sure. Customer: Sure, please do. I don’t want to lose that room. Thank you. Agent: Okay. I’ll be needing to put this call on hold again while I call the property. Please allow me 3-5 minutes. Customer 10: Okay. Agent: Thank you!

Travel agent calling a hote l reception

Hotel:  Good morning! Estrella at Casino Del Sol! Agent:  Hi, good morning! My name is Candace from Kwestyon Travel and Tours. I’m calling for Tabitha Ratched, one of our mutual clients.  Her booking confirmation number is H08945. Hotel:  Okay. Did you say her name is Tabitha Ratched? Agent: Yes. Hotel: Alright. Okay. I have the reservation up, how may I help? Agent: Tabitha’s flight was delayed. Instead of 9AM, she’ll be arriving at your property a few hours later after her new flight schedule which is now set at 1:00PM.  I’m just calling to inform you so she will not be tagged as no-show. Hotel:  I see.  Hold on. I’m going to update our records. Agent:  Okay.  Hotel:  All right. I made a notation here, we will not be tagging her no-show. Agent: Great, thank you! For documentation purposes, may I have your name and position? Hotel:  Emma Blatchford, front desk manager here. Agent: Got it. Thanks for the help, Emma. Bye! Hotel:  You’re always welcome, thank you for calling Casino Del Sol!

AGENT GETTING BACK TO THE CUSTOMER FOR THE FINAL UPDATE Agent: Thanks for waiting, Tabitha. Customer : Sure. Agent:  Casino del Sol has been informed that you’ll be arriving late for your reservation due to an airline schedule change and that you’ll still be arriving on the same day. Customer:  So, I won’t have any problem checking in, right? Agent:  Definitely not. Nothing to worry about. You will not be tagged as no-show as they have already been informed. Customer:  That’s wonderful! Thank you so much, Candace. You’ve no idea how relieved I am right now! Agent:  It’s my pleasure to help. Would there be anything else that I can help you with today? Customer:  No, I’m all good for now. You’ve been very helpful. Agent:  I’m glad I was able to help you today. Thank you for choosing Kwestyon Travel and Tours. Have a great day. Bye. Customer:  Bye.

Travel account FAQs

Here are the common questions that call center newbies ask about a travel account. I will update this as I see more questions from my channel .

Is travel account hard?

9 Survival Tips for Call Center Newbies

Travel account could be hard but not harder than healthcare and telecommunication accounts. If we base difficulty on the percentage of irate customers, a travel account usually has less. Your hardest calls will largely involve delayed/canceled flights but they’re not entirely unresolvabe. There are a number of alternative solutions you can offer before you declare a case unresolvable. Of course, the level of difficulty would still depend on the LOB (line of business) you’re in. But by and large, travel accounts tend to be friendlier to newbies than, say, healthcare, banking, or Telco accounts. However, I heard that the queue could be quite unceasing so there’s barely any avail time.

What skills do I need to be a travel agent?

Free Online Call Center Training

Aside from the minimum qualifications for call center agents , a budding travel agent should develop his/her attention to detail and problem-solving skills–attention to detail to wade through the complex logistics that are inherent to the account, and problem-solving skills to deal with unforeseen hiccups. And as with any customer service job, practice maintaining your poise even in the most dire of issues. After all, what good is a trembling voice in the face of an irate customer? Act like you know what you’re talking about even when half the time, you don’t. The answers will eventually follow after a brief hold and a quick consultation with either your Team Lead or your Knowledge Base.

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Just one month into the year and our call data is showing that more would-be holidaymakers are reaching for their handsets – with calls up 123% in early January .

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Travel & Tourism Agency Call Center Services

Why outsource travel tourism call center services to grupo noa, real-time customer service for travel agency customers, serve your tourists in their native language,  provide fast & accurate information to travelers on phone, outsource to iata guidelines trained customer service agents, expert travel agency customer service executives.

Travel and tourism industry requires extensive customer interaction. This translates into more customer service calls, emails & web chats. The challenge is accentuated further due to the fact that the customer service agents need to have technical skills to be able to provide meaningful service such as emergency assistance, travel booking modifications, itinerary changes, reservation reconfirmation etc.

Flight Booking, Hotel Reservation, Itinerary Modification:

Grupo Noa International has a team of experienced travel agency specific telecallers and service agents. Our travel specialists have worked with some of the largest global travel portals. Providing turnkey travel industry  customer service solution  to make your travel agency customer centric.

When your customers expect realtime responses, expert knowledge and multilingual agents, then outsourcing to Grupo Noa International is the right choice. Our uncompromising application of best practices in every aspect of our operation gives you a competitive advantage by allowing you to deliver delightful customer service at a low cost.

Dedicated Travel Agency Call Center Services:

  • Multilingual Customer support  for flight booking and itinerary modification
  • Hotel reservations
  • Travel consulting services
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  • Cost effective travel agency customer service
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  • Answer customer queries professionally
  • Consolidated customer service: phone, email, website inquiries & web chat

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Companies have shifted to using us recently, we deliver so much more than the competition, let's discuss your business maximize sales potential with grupo noa international.

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Benefits of call center outsourcing for travel & tourism companies

Technology has reduced transportation time between places. Since the last few decades, the tourism industry has received a boost, as people travel more for business and leisure purposes. With the inception of online booking of hotels and transportation, people find it easy to schedule their travels much faster. Today, a large section of travellers opts for online booking of hotels, flights, trains and so on. Evidently, work pressure on travel and tourism companies have mounted with time. They need to manage their clients, provide them accurate and timely updates and answer their queries. Most of the established travel and tourism companies rely on a professional call center team. Here are the key reasons explaining the importance of a call centre for your tourism business.

Travel call center benefits

Advantages of travel call center services

Understanding contemporary travellers

Various events in the contemporary world influence the travel and tourism industry. These include mergers between airlines, security issues, intensive programs, international rules and regulations, promotions and policies. Informed travel companies can provide tremendous assistance to travelers, helping them to enjoy hassle-free travelling. Today, travelers have the ‘do-it-yourself’ option open before them, when they book tickets for flights, rooms in hotels or seek accommodation in other places. However, a certain amount of window shopping is necessary for this purpose. Travel agents provide them with adequate support in choosing the best deals.

Well, when you outsource your call handling, email support , live chat support , etc. requirements to the experts provide relevant information to your clients. They answer their queries regarding the fastest rides, cheapest hotels and the right time for travelling. The professionals conduct the necessary research to dig out comparison charts and other information. Evidently, the travelers get adequate information from contact centers.

Providing personalized services

Travelers expect personalized services from travel and tourism companies. While booking a flight, hotel, package tours and cruises, customers bank on contact centers for customized information. They may ask the agents about the availability of top rated hotels in a particular tourist destination, safest mode of transportation and other particulars that they feel relevant. When you are able to cater to their needs, you gain in terms of credibility and brand image.

Call centre outsourcing can refine your customer experience. The agents who answer to the queries of customers provide them with detailed information. This increases the dependency of your customers on your company.

Working with Data Analysis

It is important to analyse the contemporary trends in travel and tourism industry. Through Data analysis, companies are able to study the habits of travellers. After studying their purchasing habits, preferences for hotels and flights and other elements, the companies provide them with relevant offers. When you outsource to a reputed call center services provider, the experts shoulder these responsibilities. It is not feasible to carry out these time-intensive tasks within your operational infrastructure owing to many reasons. Outsourcing your contact centre will allow you to be more focussed on your business.

Multiple channel support

Both voice and digital channels are used by travel and tourism companies to connect to their customers. At times, it becomes necessary to use multiple channels at the same time. For instance, customers may call the agents over the phone and they, in turn, send back relevant information through chats. It is not possible for travel and tourism companies to purchase costly hardware and install sophisticated call center technology. Therefore, outsourcing turns out to be the most economical option.

Save time for the customers

Customers count on travel and tourism companies to save their time. A reputed contact center comes with all the necessary features to save time for the customers. They can reduce the hold time for customers, and if necessary, call them back after finding the necessary information.

Trained personnel

The agents in contact centres receive specialized training to enhance the experience for your clients. When they seek updated information on accommodation, entertainment and transportation, the agents provide them with the desired information. However, it is necessary for them to receive professional training to support the customers. They need to possess the right product knowledge, along with soft skills to explain the benefits of a particular package to the customers. Outsourced call center for travel will ensure professional services to your customers.

Support on mobile

Smartphones have turned out to be versatile devices for connectivity. The call centres have erudite technology to provide them with support on their mobile devices. It makes all relevant information available on their smartphones for easy accessibility.

Proactive approach

Customers are heavily reliant on travel and tourism companies for timely updates about delays, special offers and warnings during travel. The contact centers keep them informed through multiple channels. Being proactive with your customers improves your brand image.

Interacting with other departments

It is necessary to communicate with various departments within your company, like billing, marketing and other departments. The call center agents streamline these areas too, easing up your internal operations.

Why are travel companies increasingly counting on Multilingual Call Centers ?

benefits of call center outsourcing for travel

When you outsource to the experts, you can enjoy a two-way communication mechanism through phone calls, email, chat, and other channels. Besides, professionalism is the key force shaping your reputation. Outsourcing the Multilingual call centre services related requirements enhances the level of satisfaction of the customers. Besides dealing with the general queries, the contact centers offer the following functions for travel and tourism companies:

  • Marketing travel packages, boosting up the sales.
  • Assisting customers with transaction and payment problems.
  • Arrange welcome calls for customers.
  • Manage the booking of tickets.
  • Manage reservation of tickets.
  • Guide the customers about holiday packages through chat.
  • Provide support in case of loss of baggage

Key benefits of outsourcing your contact center only to a reputed company

Well, you must know that customers expect a seamless booking experience from the travel and tourism companies. Evidently, it is necessary to outsource your requirements to the professionals. They take care of the queries of customers and ensure them a trouble-free booking experience. Your customers can enjoy the professional support of call center agents whenever they travel. They may want to compare rates, affordability and quality of services. The seasoned professionals at reputed all centers cater to their needs and assists them in reserving hotels and tickets. The agents keep the customers engaged, while professionals at the back end book the tickets. It is a well-coordinated process that provides optimum satisfaction to the customers which is exactly what you want to happen.

Travelling is a costly affair. Before making the final decision, customers seek information on flight details, transportation on land and air, cruise bookings and so on. It is important to provide the right information to them. Besides, various aviation companies and hotels offer seasonal discounts and other attractive schemes to the customers. The agents update them with relevant data, whenever they are available. Outsourcing the services to a tourism call center will help to establish your brand as one of the leaders in the market, besides providing the customers with the information they require.

The advantages of hiring BPO services for travel industry are:

Reduction of costs

Setting up your inhouse mechanism for booking involves substantial investments.  Maintenance costs of technical equipment and hardware are also high. When you outsource, you can make substantial savings on training, recruiting and maintaining the equipment.  In business, smart saving techniques matters a lot and outsourcing is one.

Streamlining the process

The procedures and processes in BPO companies are already in place. They evaluate their customer experiences and interactions constantly. When you count on the experts, you can enjoy the value of their expertise. The professionals streamline the process for better customer experience.

Support from various languages speaking agents

Communicating with customers and supporting them about available offers and schemes calls for expertise. The reputed travel BPOs hire experienced professionals. The agents are qualified and well-versed with multiple languages. They ensure adequate support to your company in dealing with the demands, complaints and inquiries of your customers. Even if your customers are not comfortable with the primary language, the experts can communicate with the language they are comfortable with.

Availability

It is necessary to provide 24/7 services to your clients, as the travel schedules are prone to sudden changes in timings. Travelers might look forward to make changes in their plans, according to the circumstances. Outsourcing contact center services to a reputed company ensures them with all-time support.

Efficiency in your workplace defines your professional hallmarks. When you hire experts, they leverage the quality of services for your customers. The ability to coordinate with the customers, identify their needs and provide them with the most relevant information results in increased satisfaction level of your customers. Besides, they assure committed services by providing accurate information to their clients.

You should note that outsourcing your travel call handling process is simply not about maintaining the quality of services or reduce your costs. A reputed contact center can increase your customer loyalty through their dedicated support. This strengthens your marketing strategy, as customers look out for a reliable company to bank on. When you plan to outsource your travel call center services , choose the right BPO Company for leveraging maximum benefits of call center outsourcing. Pairing up with a recognized company can help you to establish your authority in the industry, besides expanding your market.

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8 Call Center Resume Samples & the Skills to Include [Templates]

Swetha Amaresan

Published: May 15, 2023

Applying for a new job is always nerve-racking. What if they don't like me? What if I'm overdressed for the interview? What if I hand in the wrong cover letter?

call center representative undergoing training

Some mistakes and mishaps during the application and interview process are out of your control. However, your resume is entirely in your hands, and there are steps you can take to make it the best it can be.

→ Download Now: 12 Resume Templates [Free Download]

In this post, we'll give you tips on what a call center resume should look like. Then, we'll provide resume examples you can use to optimize your application.

Table of Contents

Call Center Resume

Call center resume examples & templates.

  • Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

call centre travel agents example

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Your resume is the first thing potential employers will see when considering you for a call center role.

This one sheet should showcase your qualifications, experience, and skills clearly and concisely. Your resume is also an opportunity to highlight any relevant achievements or accomplishments that make you a standout candidate.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

  • Your name and contact information.
  • Your education.
  • Relevant work experience.
  • Helpful Skills.
  • Relevant non-work experience if you're new to the job market.

call center resume template

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

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Let's dive in.

1. Bilingual Call Center Agent

call center resume example: bilingual experience

This sample resume highlights an employee with call center experience. The fictitious Michael Lopez makes his experience in the field clear by adding it first thing, right below his name.

The bold title reads, "Call Center Pro with Inbound & Outbound Experience" and is impossible to miss. Remember: Having a strong title that outlines your lengthy experience will give employers a reason to continue reading your resume.

Additionally, Michael adds, in bold, that he's bilingual and the languages in which he is fluent.

What We Like

This resume quickly calls out what makes the candidate valuable — his language skills. This will be a plus for employers, as multilingual call center agents provide added value to global companies.

2. Call Center Agent With Strong Highlights

call center resume example: strong highlights

This sample resume shows the fictitious Natalie Hill's call center experience. The majority of her resume features her professional expertise and the skills she's acquired. This shows employers that she's someone that doesn't require extensive training or supervision.

Before her experience, she added her highlights. Placed in brief bullet points, they easily catch the eyes of employers and show off all her traits, skills, and knowledge in one quick section.

3. Call Center Agent With No Experience

call center resume example: agent with no experience

This sample resume highlights a candidate with no actual call center experience. However, the well-structured resume shows they have what it takes to handle the position.

The fictitious William Morrison states that he has a background in customer service and discusses his transferable skills to a call center.

Besides his previous positions, he notes the tasks he completed directly related to a call center position. This shows William has similar qualifications as someone with direct experience at a call center.

The candidate leverages his transferrable skills and calls out specifically how they connect to the call center position. Instead of letting a lack of industry experience be a setback, William turns that into an asset.

4. Ecommerce Customer Service Representative

call center resume example: ecommerce customer service rep

Ecommerce companies have slightly different needs for their customer service teams. Their call center representatives need to be tech-savvy and able to troubleshoot product issues from a remote location.

Additionally, these representatives need excellent interpersonal skills, including the ability to communicate resolution steps clearly to customers. Most businesses in this industry look for applicants who are detail-driven and proficient writers.

In this example, the applicant lists her skills near the top of the resume. Notice how the first ones are mostly technical or related to the candidate's writing ability. Employers tend to skim resumes, so it's important to put the most relevant information near the top.

Since the candidate is applying for a more tech-savvy role, they put their technical skills right at the top of their resume instead of burying them further down. This makes it easier for employers to quickly see they're a fit for the role.

5. Analytical Resume Template

call center resume template: analytic resume

A clean resume is perfect for someone who is very organized. If you're methodical and live for structure, consider using this template.

This template will show how organized you are, which is a great quality for someone working in a call center. Your employer can get a peek at how organized and meticulous you'll be in your daily tasks and records of customer interactions.

The care taken with the design and detail in this resume illustrates the candidate's strong organizational skills.

6. Creative Resume Template

call center resume template: creative resume

This resume template, designed by Federica Procaccino , is a great choice for a call center agent with a background or interest in design.

The document communicates that person is a visual learner, loves doodling, and has a knack for color coordination.

This infographic-style template is perfect for your love of visuals and creativity.

This resume will show employers that you can easily find creative solutions that may be more difficult for the average person to conceptualize.

7. Minimalist Resume Template

call center resume template: minimalist resume

This sleek resume template, designed by Raka Caesar, is perfect for a minimalist call center agent. You're someone who enjoys the simple things in life, like clean structures, neutral colors, and bullet journaling.

Rather than a very wordy resume, your resume leverages simplicity. Small icons and brief phrases show you are low-maintenance, calm, and collected. This is the perfect resume to show off how level-headed you would be as a call center agent.

Unruffled by frustrated customers or high tempers, you would handle these emergencies with ease and grace.

This clean design mirrors the candidate's demeanor and approach to problem-solving. It's not overly complicated and takes a simple approach — a much-needed skill for communicating solutions to customers.

8. Extroverted Resume Template

call center resume template: extroverted resume

This fun, colorful resume shows off your extroverted side. You're someone who's very outgoing, has a colorful personality, and probably enjoys a good photo shoot.

This template is perfect for someone who wants to include their own photo on their resume. Also, there's a long "About Me" section where you can summarize your personal and professional sides.

This template is wordier, so if you have a lot to say to describe yourself, this is the one for you.

This resume is great for candidates with extensive experience that they'd like to share. There's plenty of room to let recruiters get a better sense of how you can be an asset to their team.

Whether you choose to use one of the templates above or to start from scratch when making your own resume, there are some essential elements you should include, such as a summary, objectives, and skills.

We'll get into each of these below.

Call Center Resume Summary

Whether you're seeking an entry-level or executive position, including a concise summary at the beginning of your resume is crucial.

A well-crafted summary, typically consisting of two to four sentences, introduces your candidacy, encapsulates your relevant experiences, and highlights your unique value proposition to prospective employers.

Doing so provides a quick snapshot of your qualifications, making it easier for hiring managers who scan resumes to identify your strengths and potential fit for the position quickly.

An effective summary should provide a clear overview of your professional background while highlighting why you are a strong fit for the organization.

Doing so will showcase your qualifications and illustrate how your expertise aligns with the organization's needs.

Customer Service Resume Summary Examples

Below are a few examples of customer service resume summaries to help you craft your own.

1. Experienced Support Rep

When applying for any position, it helps to showcase your experience performing in that role. Below is an example summary you can refer to from my colleague's application for the HubSpot Support team.

"Experienced customer service rep seeking a support position with an expanding tech company. Possesses a bachelor's degree in marketing communications and has over three years of experience in customer service roles. Highly skilled communicator who meets deadlines and ensures customer satisfaction."

2. Bilingual Service Rep

Communication is key in customer service, and being able to communicate with people from all over the world makes you a much more attractive applicant.

If you can speak two or more languages, include that skill in your summary to distinguish yourself from other candidates.

Here's an example from Cover Letters and Resume of an applicant who speaks both English and Spanish:

"Friendly and outgoing Customer Service Representative with 8+ years of experience, looking to increase the customer experience at the ABC Company. Expert in taking and entering orders, managing accounts, and resolving complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Bilingual: English/Spanish."

3. Skilled Customer Service Rep

When it comes to customer service, some companies are more concerned with the candidate's soft skills than they are with their technical or product knowledge.

Soft skills like active listening and emotional intelligence can be much harder to teach than using or troubleshooting a product.

Take a look at this summary from Indeed that highlights the applicant's ability to build meaningful relationships with customers:

"Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement."

4. Call Center Team Lead

As a team lead, you're responsible for managing employees and meeting deadlines set by the call center manager. This requires strong communication skills as well as the ability to plan and execute campaigns.

When applying for this role, your summary should indicate you're an organized, goal-oriented worker capable of meeting deadlines.

Here's a good example of a team lead summary provided by myperfectresume.com :

"Results-oriented Team Leader with expertise in invoicing, document control, and financial reporting. Effective at managing diverse [teams] to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management."

5. Call Center Manager

As a call center manager, your summary should highlight your team-building skills and ability to meet goals.

In this example from Day Job , the candidate does this by showcasing her ability to problem-solve and provide others with constructive feedback.

While this summary may be a little long for some recruiters, it demonstrates the applicant's potential value to the company.

"A goal-oriented and flexible Call Center Manager who can accept constructive feedback and then rectify any shortcomings. Maxine is super energetic with a passion for not just achieving but exceeding targets. She can demonstrate a stable career history and has a proven track record of winning new business and driving sales revenue. She is keen to join a company that offers exciting career opportunities and promising earning-potential for hard-working, driven professionals."

To increase your chances of success when applying for a call center job, you must clearly communicate your career goals. Consider including a section outlining your short-term objectives directly below your summary.

By doing so, you can demonstrate your interest in the position and provide context for how this opportunity fits into your overall career trajectory. Here is a list of recommended objectives for your call center resume.

1. To build lasting relationships with customers.

Right off the bat, you want to show your employer that you won't be impersonal, scripted, or rude. You want to work in this position because you love connecting with customers and guiding them through problems.

"Searching for a Call Center position to leverage my verbal communication and problem resolution skills to build lasting relationships with customers."

2. To solve customer problems in creative ways.

This one is similar to the previous one in that you're highlighting the role's primary purpose: connecting with customers.

However, if you're a creative thinker who's passionate about problem-solving, this is a good way to demonstrate what you have to offer while simultaneously calling out what you're looking for in a role or workplace.

"Searching for a call center role that enables me to think out of the box and leverages my creative problem-solving skills to delight customers and increase customer satisfaction."

3. To help organizations grow with higher retention, up-sells, and cross-sells.

It's easier to sell to someone who already knows your brand and has purchased from you before. In addition, it's very possible that the issues customers want to solve are easily rectified with add-ons or premium offerings.

With that in mind, a call center rep's primary focus is on handling customer issues and solving problems, but there's always an opportunity for cross-selling and upselling.

To call this function out in your objective signals to potential employers that you're growth-minded.

"To work effectively with the call center team at [company] while improving customer satisfaction, retaining customers, and helping to increase the company's revenue through up-sells."

4. To work in a fast-paced environment.

Tell them right away that you're both prepared for and looking forward to the brisk day-to-day life of a call center agent. This is a major plus for employers.

They can feel confident that you're ready to take on the challenge and work in a position that requires constant communication.

"Seeking a fast-paced, challenging role that keeps me sharp where I can demonstrate my ability to problem solve under pressure."

5. To further existing experience working with customers.

If you've worked in a call center before, great! You're already halfway there. This objective will clearly relay that you have experience and are still trying to gain more.

Even if you haven't worked specifically as a call center agent, it's helpful if you have any experience in customer service, support, or success.

"Utilize my experience with [skill] to ensure proper customer interactions with [company], while offering them the in-depth [topic] knowledge I have to assist with any problems they encounter."

6. To use my problem-resolution skills to turn unhappy customers into brand advocates.

If you're skilled at managing unhappy customers, this is the objective to choose.

You're demonstrating your level of comfort with what can be seen as a difficult job and painting a picture of what the hiring manager can expect if they choose you: happy customers who will sing praises about the brand.

"To use my strong interpersonal and problem resolution skills to prevent customer churn, converting unsatisfied customers into brand advocates."

7. To gain insight into the industry.

Call out the specific industry the company is working in, whether it be tech or retail. This will show that you've done your research on the company.

In addition, it'll show you're learning about more than just your specific team but also about the entire company's mission.

"To broaden my knowledge and gain insight into [industry/topic] to better contribute to [company] key initiatives."

8. To be challenged in navigating computer systems.

Show your potential employer that you're ready to be challenged. They love someone who has a fresh perspective and energy to bring to the table.

Additionally, they'll love that you're interested in learning as much as possible about call center software, as this is an important part of your position. This could help you be successful as both a call center rep and a technical rep.

"Seeking a role where I can broaden my knowledge of call center operations and call management systems to improve workflows and increase customer satisfaction."

After listing the key objectives you're trying to achieve, you can highlight the skills and knowledge you have that will make you a key asset to the company. This is your chance to show off why you're an ideal candidate.

Call Center Resume Skills. Outstanding Communication Skills. Close Attention to Detail. Learning Proficiency. Strong Organizational Skills. Problem-Solving and Troubleshooting. Empathy. Ability to Stay Calm in Emergencies. Persuasive Selling

1. Outstanding Communication Skills

Effective communication is a critical factor in achieving success in the call center industry.

As a call center representative, you will be required to actively listen to callers, ask thoughtful questions to understand their issues, and communicate solutions effectively.

Additionally, you must be able to think on your feet, go off script, and respond appropriately to customer complaints. Therefore, it's imperative to highlight your communication skills prominently in your resume.

Employers want to hire someone who doesn't need constant reassurance on how to respond to a customer and can effortlessly communicate.

How to Improve This Skill

  • Learn as much about your company's customer protocols as possible, and keep them handy. That way, you're not scrambling to figure out what to do next while on the phone.
  • Summarize the key points you discussed during your call with the customer to ensure you're both on the same page and prepare them for the next steps.

Pro tip: Highlight your ability to listen and communicate effectively to solve customer problems based on your past experiences.

2. Learning Proficiency

To excel in a customer service role, you must have a comprehensive understanding of the product you're supporting.

While it may not be realistic to expect a complete mastery of the subject matter from day one, you'll need to be proactive in learning and finding answers.

Effective training, coupled with attention to detail and an ability to retain information, can help you quickly develop the knowledge needed to provide exceptional customer support.

By prioritizing ongoing learning, you can position yourself as a valuable asset to your team.

  • Take notes during your training. Consider what you need to know to complete each task and break each module into smaller steps.
  • Leverage outside sources like video tutorials and online lessons to supplement your knowledge and skill up.
  • Don't be afraid to ask questions.

Pro tip: Include any additional certifications or credentials you have pursued as part of your self-development journey to highlight your proficiency in learning.

3. Problem-Solving and Troubleshooting

Customers are going to call with issues. Some of them you'll know how to fix, and some of them you won't. For the latter, you'll need to develop a process for diagnosing their issue and determining how to fix it.

You'll need knowledge of your organization's system and the ability to detect issues using the process of elimination.

Effective problem-solving requires logical reasoning, as well as the ability to communicate clearly and empathetically with the customer. By honing these skills, you can become a more effective customer service representative.

  • Get familiar with your company's knowledge base to help you assist customers with their inquiries.
  • Roleplay using hypothetical issues a caller may have that aren't explicitly covered in your training. Work through how you would solve it.

Pro tip: Instead of stating that you can problem-solve, provide specific examples of how you have used these skills to solve challenges in your past roles. For instance, you could mention how you documented a standard process and increased customer satisfaction by 25%.

4. Close Attention to Detail

When working directly with customers, you need to pay close attention to detail.

Customers will be reaching out with specific problems, questions, and concerns. You must pay attention to the details and ensure you're offering up the correct solution.

Additionally, misspellings and grammatical errors are a sign of unprofessionalism and will deter employers from trusting you.

By prioritizing attention to detail in all aspects of your work, you can demonstrate your commitment to providing exceptional customer service.

  • Listen to live calls for practice and see if you came up with the same solution your colleague did. If listening to your own calls, find what could be improved. Did you miss an important detail? Did the caller have to repeat themselves?
  • Use typing tests to improve your speed, accuracy, and data entry skills.

Pro tip: A great way to demonstrate your attention to detail is by presenting a well-structured, error-free resume. Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission.

5. Strong Organizational Skills

Call center agents are required to keep a record of all customer interactions. Since agents speak with several customers daily, it can get confusing to remember which customer had which problems.

If you keep to-do lists, budget spreadsheets, or other records, add these skills to your resume.

  • Get comfortable with recording thorough notes in your CRM or ticketing systems.
  • Finish recording all pertinent information about the customer and their inquiry into your tracking system before moving on to the next call. This decreases the chance that you'll forget details.

Pro tip: Highlight any relevant software or tools you have used to streamline your work processes and enhance your organizational skills.

Customers expect to be heard, appreciated, and valued, especially if they're having an issue and reaching out for support. As a result, one important aspect of providing customer service in a call center is doing so with empathy.

Treating the customer like another number (or worse) is a surefire way to impact the experience negatively.

  • Put yourself in the customer's shoes. How would you like to be spoken to?
  • Start by apologizing for the difficulties they are experiencing and express that you will work to resolve the issue. This lets the customer know that you care.

Pro tip: Mention any volunteering or social service work you have done to demonstrate empathy.

7. Ability to Stay Calm in Emergencies

Something that's underappreciated in the industry is an employee who can remain level-headed. When working closely with customers, it's easy to end up in tough situations with unhappy or angry customers.

The worst thing a call center agent can do is panic. Proving that you are calm in even the worst of scenarios will be a major boost in employers' eyes.

  • Be confident. Remember that you are the expert, and the customer is looking to you for guidance.
  • Allow the customer to vent. Letting an angry caller get their frustration out at the onset of the call allows you to calmly solve their issue and signals to them that you are listening.

Pro tip: Avoid just mentioning, "I can stay calm in emergencies" in your resume. Instead, provide a specific example of when you had to work under pressure. Then describe your actions and the results.

8. Persuasive Selling

A big part of working on the frontlines is directly selling products or services to customers. You will be the voice that customers hear, and what you say matters.

Thus, companies want to hire call center agents who can sway prospects toward making purchases or buying upgrades.

They don't want someone deceitful, but if you strongly agree that the products or services will improve your customers' lives, you should be able to relay that confidently.

  • Know what products would work for a particular customer's needs or pain points. Get familiar with what problems your products solve so that you can suggest them to customers who could benefit from them.
  • Get comfortable hearing the word "no." Rejection can be intimidating but, just look at sales as another avenue for you to solve for the customer.

Pro tip: Present references (letters of recommendation) from former employers emphasizing your persuasion skills.

Create Your Resume With Confidence

Now that you've got a game plan, it's time to put in the work. Crafting a strong resume highlighting your relevant skills and experience can help you stand out from the competition and increase your chances of landing your desired position.

Consider using the templates and examples above as a starting point, or create a unique resume that reflects your personal experience.

Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.

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  • 15+ Super-effective Call Center Scripts for Agents and Tele Callers

call center scripts for agents

What makes a great call center script? 

A script that doesn’t sound like one. 

Sixty-nine percent of customers  say they hate it when a call center agent reads from a script. So, the key here is not to let your customers know that they are read to from a script. 

Think about it:

We all rehearse important calls, calls that can make or break deals. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations.

Exercising your brain every time to respond can be difficult. And, what if you cannot come up with a smart reply instantly? Oops, a bad experience for the caller. But, of course, you can handle an anticipated situation is by practicing how to deal with it beforehand.

Call center scripts help you do just that.

It helps you determine what you are going to say, on what cues, and how you are going to say it. It’s similar to a script for a play or a theatre, where lines are laid down for the actors to act on. Besides acting or directing, the script will determine the quality of a play. Similarly, a good call center script can bring out the best in you.

So, the question now is, how to write a great script? 

Firstly, you would want to maintain information consistency across different scenarios. For an agent, a script is most needed to-

  • Introduce themselves 
  • Handle customer problems
  • Sell products
  • Deliver a Call to Action

Let’s check out some sample call center scripts. Feel free to use them as it is or modify them as per your needs.

Table of contents

Opening scripts, objection handling scripts, in the face of competition, fix an in-person meeting, complaint handling scripts, repeat phone calls, script to ask for referrals, scripts for talking to referrals, special offers, how to talk to a customer when you don’t know the answer, call ending scripts, why use scripts, best practices for your call center teams, how does call center crm help improve agent efficiency, 1. opening scripts for call center agents.

“Hi, thank you for calling [company name] . My name is [your name] . How may I help you today?”
“Hello, I am [your name] calling from [name of company] . Is it a good time to talk?

Whether you’ve called them or they have called you, start by introducing yourself and your company. 

Revealing the agent’s name is the first step towards establishing a connection.

Give the customer a chance to express consent.

While calling a lead for sale, overriding objections means nailing the sale pitch. Depending on the objection, here are some ways to set them aside. 

At the same time, it is important to distinguish between genuine objections and delay tactics. When objections can’t be overridden, they have to be accepted gracefully. 

As Carolyn Blunt puts it,  “Ask the magic question ‘how does that sound to you today?   If a customer comes up with objections, remember that this is good – it often means they are seriously considering buying.”  

Some of the most common objections and scripts to handle them are listed below:

2. Call center script to handle “not interested” objection

Agent : Good afternoon. Am I speaking to [customer name] ? Customer : Yes. Agent : Hi, [customer name] . I am [agent name] calling from [company name] . Do you have a few minutes you can spare? Customer : Yes, go on. Agent : [company name] is [briefly narrate what your company does] . I am calling to let you know how you can benefit from our services. Customer : Sorry, I am not interested. Agent : I can understand you do not see the need for our services right now. Still, can I go ahead and ask you a few questions? [Ask specific questions that address customers’ pain points. Close-ended questions preferably, e.g.: Do you have enough visitors but not enough conversions?] Customer : Yes. Agent : We specialize in [mention solution to customer’s pain point. Ask further questions that your product can provide solutions to…]

3. Call center script to handle “I’m not the decision-maker” objection

Agent : Hi [customer name] . I am calling from [company name] regarding your inquiry about the CRM package. Customer : I was enquiring on behalf of the marketing director. Agent : It will be my pleasure to arrange demos for both of you. Let me fix an appointment with you, also could you please provide me his number too.

When you have to get past someone else to reach the decision-maker collaborating with the person you have reached is more fruitful than treating them as an obstacle, whether it’s a boss or a partner who makes the decisions.

4. Call center script to handle “I’m busy right now” objection

Agent : Hi, [customer name] . I am [your name] calling from [company name] . This call is with regards to your query on our website. Is this a good time to talk? Customer : Sorry, I am busy right now.  You : That’s completely fine [customer name] . How about I set up a call this evening? Customer : This evening I am going to be busy. You : Sure, Could you perhaps give me a time that works for you? Customer : Okay, call me tomorrow around noon. Agent : Perfect, I will call you tomorrow at 12 pm 

Nobody wants to feel forced into a conversation. Giving the customer a chance to express consent over the call lets them feel respected and helps avoid common objections such as “I am busy” “I have got to go” later in the call. 

The customer exercising consent is more likely to feel more relaxed and not feel like a victim of an aggressive selling pitch. 

5. Script to handle “Price too high” objection

Agent : Hi [customer name] , I am calling from ABC finance. I would like to inform you that you are eligible for a Personal Loan of $10,000. Is this a good time to talk? Customer : No, thank you. Your interest rates are very high. Agent : Sir, I am so sorry you feel that way, but I am sure you will feel better if you let me share a few points. Customer : okay Agent : Our interest rate on personal loans is lower than the industry average, which is 12.5%, and comes with no hidden charges. We offer zero processing charges and a turn-around time of 1 day. Additionally, we offer a floating rate of interest which can significantly lower your interest burden. We will be happy to offer you a detailed quote based on your eligibility.

6. Script for when your prospect is already in touch with a competitor

Agent : Hi, [customer name] . I am [your name] calling from [company name] . I haven’t caught you at a bad time, have I? Customer : What is this about? Agent : Would you be interested in getting the best deal for your used car? Customer : I am already speaking to someone else regarding this. Agent : That’s great. I am sure more options will help you finalize the best deal. If you answer a few questions, I will be able to offer you our best. Would you be interested in our offer? 

7. Script to fix an in-person meeting

Agent : Hi, [customer name] . I’m [agent name] from [company name] . We are a new-age digital marketing firm based in [city] . Can I interest you in a customized package specially designed for businesses like yours? If the response is No, Agent : I assure you if you give me 5 minutes, you will be able to decide better if it can work for you. If the response is Yes, Agent : That’s Great. We have noticed that you have marketed your gym considerably through signage and billboards. We did a little research and found out that  [X%]  of people looking for gyms use social media and search engines to make their choices. Gym X in your area has a great social media presence. Would you be interested in creating a social media presence for your brand too? Customer : Tell me more Agent : We [company name] specialize in digital marketing. We offer [details of services] . We believe a good marketing strategy will increase your visibility and drive sales. Would you like to receive a customized package for your business? Customer : Yes Agent : Excellent! Our representative can drop by at your office to give you some more information. Would 4 pm tomorrow work for you? Customer : Okay Agent : That’s great. Thank you very much for your time today.

8. Call center scripts to handle customer complaints.

Agent : Hi this is [name] from [name of the company] . How are you today? After the customer narrates their complaint, Agent : I’m so sorry to hear that. Please allow me to address it immediately. Can you tell me your full name and order number? In case the customer doesn’t have the order number, Agent : Not a problem, sir/ma’am. Can I get your phone number and address to find your order number? After the customer shares their phone number, Agent : I’m so sorry to hear that. I will need a few details to offer you a quick resolution. Can you please answer a few questions? I promise it won’t take more than [X] minutes. Or Agent : We are extremely sorry our product didn’t meet your expectations. I can surely cancel your subscription. Would you please share with me the reason for your cancellation to help us improve our service?

In case of grievances, customers may call you more than once within a short period. Issues may range from delayed shipping, amount refund, canceled orders, etc. Dealing with a distressed customer is especially difficult; empathy and apologies go a long way in such situations

9. Script for greeting an angry customer who had an outburst

Agent : [name of customer] I am so sorry that you had to experience this. I understand that you are upset, and it is completely justified. Have you tried [provide a solution] ?
Agent : [name of customer] please accept my sincere apologies. I am so sorry you had to go through this, but don’t worry. Can I transfer you to [department name] right away? I am sure they can help you.

Acknowledging a repeat caller saves the customer from narrating their part over again. It shows that the customer is valued, and you are listening. 

9. Conversing with a customer who has called you before

Agent : Hi! Welcome back [customer name] ! I hope we have been able to resolve your earlier issue. If the response is negative, Agent : I know how frustrating this can be. But I’m going to talk to my manager and see how we can resolve your issue. Will it be okay if I [call/email/message] you back once we have a resolution? I promise to get back as soon as we can. or Agent : I am extremely sorry to hear that. I’m going to escalate your concern to my supervisor for a solution. Will it be okay to put you on hold for a moment? or Agent : I understand your problem. Let me work on setting this right.  If the response is positive, Agent : That’s great to know. How may I help you today, [customer name] ?

10. Call center scripts to ask for referrals.

Agent : Hello [customer name] , I am calling from [company name] . [customer name] through this call, we would like to convey our heartfelt appreciation for trusting our services. Customer : Okay. Agent : I hope you have been happy with our services in the past year. If there is anything that we can do for you, please feel free to speak to me about it. Also, is there someone from your friends and family who you think can benefit from our services? Customer : I will have to see Agent : That’s great to hear. I will be sending you a referral code in your registered email id that you can share with your circle to earn credit for your future purchases with us.

11. Call center scripts for referral leads.

Agent : Hi Mr. B, this is Amy from ABC Solutions. You have been referred by your friend Jim who is our valued customer. Is this a good time to talk? Mr. B : Yes. Agent : Mr. B, we provide accounting software for small businesses like yours. I am sure Jim, who has been using our product for over a year, can vouch for our services. We provide an affordable range of options that you can choose from or customize. Would you be interested in signing up for a free 7-day trial?

12. Script to schedule a further call or demo with referral

Agent : Hello Mr. B, I am Amy calling from ABC solutions, do you have a quick minute? Mr. B : Yes. Agent : Mr. B, without taking much of our time, I would like to introduce you to our best-selling accounting software that small businesses like yours love using. We have noticed that you were looking for software online. We have 50 other businesses that have rated us very highly and are our valued customers. I am sure you are evaluating other options. It would be great if we could fix a meeting to understand your needs. Will you be interested in discussing this further? If the response is positive, Agent : Awesome, let me fix a call to understand your requirement and offer you the best solution. How does tomorrow at 11 am work for you?  If the response is negative, thank the customer for their time. No need to push them for something they’re not interested at the moment.

13. Script to introduce a special offer.

Agent : Hi, am I speaking to Mr. B? This is [your name] from [your company] . Can I speak with you for two minutes? Mr. B : Yes. Agent : Mr. B, we are an accounting software company providing accounting solutions for small businesses like yours. We are calling to offer you a [X%] discount this month, as part of our anniversary celebrations. If you are interested in our service, this is a great time to sign up. I would love to tell you more about our product. Or Agent : Hello Mr. B, this is Amy from ABC Solutions. I am calling regarding a special deal meant especially for you. Can I speak with you for two minutes? Mr. B: Yes Agent : Thank you, Mr. B. We are an accounting software company providing accounting solutions for small businesses like yours. We are offering a limited period deal. Our bestselling software will be available to you today at a 15% discount which is valid only for today. Would you be interested in claiming this deal?

14. Scripts for when you don’t know the answer

Agent : I am not sure, but I can find that out. Can I get back to you with more information? Or Agent : I am sorry, but that area is out of my expertise. I can help you by finding out. I will definitely get back to you on this number.

15. Call center scripts for ending the call.

Agent : “Is there anything else I can help you with today? After response , Agent: Thank you very much for your time, [customer name] , and thanks for calling [company name] . We look forward to serving you again. Have a great day! Or Agent : “I’m glad we could resolve your issue. Can you kindly spare a second to evaluate your experience? Your feedback is valuable to us.”

While you might agree on the importance of a good script, you might wonder if being candid can work too. 

The answer is yes and no. 

Yes, being candid can work in certain situations but not at the cost of sounding amateur. While handling a customer, a call center agent is completely on his own. The agent becomes your brand and everything you represent. 

A good script will assist agents when they are stuck in a difficult situation. It will ensure a sound and accurate voice for your customers. A script can provide confidence, and a confident agent means better customer service.

  • Having scripts for your call-center agents ready can also  reduce the training  time. Training agents entails preparing them for all kinds of situations: training them to greet, sell, solve and close deals over calls. Good scripts can reduce time spent on training and put them on the call sooner.
  • Reduce errors.  Scripts can act as quick reference guides for agents. You wouldn’t have to worry about quoting wrong information when they are reading from a script.
  • Ensure consistency and confidence.  A script can provide a consistent experience for one customer over different situations and multiple customers over similar situations. A handy script can be a huge confidence booster for agents in difficult situations, where you will not have to rely on their ability to resolve issues solely.
  • Better customer service.  There is hardly any doubt that a script written after careful deliberations will be more effective than an impromptu conversation with a customer. 

These benefits translate into increased revenues through greater efficiency and better customer service.

A good call center script is the basis for a solid customer service strategy and a tool to train new agents. A few best practices to perfect your scripts:

1.  Hire the right agents . Training can do so much if the agent doesn’t have the aptitude for communication. Empathy, politeness, and cheerfulness are prerequisites for an agent.

2. Train them to  listen as much to speak . It’s important to remember that communication is a two-way street, and agents should be trained to listen reflectively. If you’re selling a product via your call center, the listening skill could help you go a long way. The best sales reps do so. Research also shows that  43:57 is the ideal talk-to-listen ratio for closing sales . 

What helps in closing sales - listening vs. pitching

3.  Roleplaying . Enacting various scenarios with different personas can help agents prepare for different scenarios.

4.  Prepare flexible scripts.  There should be enough room in a script for adjustments. No matter how much you prepare, agents come across situations that they haven’t prepared for. Have a script handy for such occasions as well

5.  Empathize, don’t patronize . While scripts are great, what isn’t great is customers being aware of them. An agent reading from a script can get pretty frustrating, especially when a customer is at the receiving end of a cold call or is calling with a problem. What can help is personalization and genuine empathy. It can make the customer feel heard and not patronized.

6. Prepare scripts by  borrowing from your well-performing scripts . Identify agents who are doing great and use the learnings to better other scripts. Research competitor’s scripts and what works.s

7.  Take feedback . Good feedback to keep you at it and negative feedback to identify and rectify. Consistently review scores that evaluate customer satisfaction and quality of calls.

So, these are some quick tips to make the most of your calls.

But before we wrap up, here’s a piece of friendly advice.

Get yourself a nice  call-center CRM .

By now, you’ve understood how to talk effectively with customers and prospects.

Next, you need to know is how do you improve your calling efficiency.

For example, if you make 30 calls in a day, how can you make it 50 per day. And all without compromising the quality.

The answer is, if you can reduce the time spent on grunt work—making notes, updating caller records, etc., you can give more time to calling. Plus, if somebody can do that for you (I’m referring to CRM software ), you’ll be offloaded of work a bit, and you’ll be at peace. Hence, more productivity. 

Here’s how a call center CRM can make your life easy.

  • Capture and  route  your caller to the call center agents. You can do it in a round-robin manner. Or you can create your own  distribution rules .
  • A personalized sales pitch means higher chances of sales. Gain access to the prospect’s details, interests and activity, and conversation history with  behavioral tracking .
  • If the person you’re calling isn’t available, send an automated text or email requesting a suitable time to call.
  • Track and record call for audit and training purposes—measure  call center KPIs  to ensure better  CX  (customer experience).
  • Integrate your dialer/cloud telephony/IVR with CRM and track interaction history. You can even create leads from voicemails and follow up with them as per your schedule. LeadSquared call center CRM provides out-of-box integration with  cloud calling solutions  like  RingCentral ,  CallTrackingMetrics , Ozonetel, and more.
  • Easily track your/your team’s performance.

Call center sales CRM - benchmarking reports

“Smart views help our agents intercept all the incoming requests quickly & call the patient in a few minutes, reducing the decision-making time. Our daily call center efficiency per agent has increased by 60%. “ Siddhartha Nihalani, AVP—Engineering, Practo

Do you want to get such results too?

Book a free 20-minute demo with us!

Take a demo now!

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With a master's degree in business administration, Disha has over 9 years of experience in Banking operations and FMCG sales. She specializes in business content and loves to dive deep into the market. When not writing, she spends her time reading and obsessing over dogs.

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Inbound & Outbound Call Centre Script Examples (+ Best Practices)

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A telephone conversation is often the simplest and fastest way to get something done, especially now, given the levels of anxiety and restlessness resulting from the global pandemic.

When customers call a contact centre , they expect an accurate, speedy and appropriate resolution for their concerns. Pre-defined scripts can ensure that brands deliver that consistently.

In this blog post, we discuss the benefits of using call centre scripts, best practices for creating them, and some examples. Feel free to skip ahead to any of the following sections:

Why should brands use call centre scripts?

How to write effective call centre scripts, how to effectively use scripts, inbound call centre script examples, outbound call centre script examples, call centre scripts to handle customers effectively.

Use Call Centre Scripts to: 1. Keep your brand's tone and voice consistent 2. Save time and reduce errors 3. Improve customer experience 4. Boost agent confidence 5. Increase agent productivity

The primary reason brands use call centre scripts is to ensure consistency. Brands make sure that every customer gets the same experience every time by giving scripts to their agents. Scripts ensure that the:

  • Information given to customers is consistently accurate
  • Tone, style and voice is that of the brand instead of each individual agent
  • Emotion of the call is positive

Thoughtful call centre scripts can have a significant impact on the overall customer experience. Here’s how.

Scripts save time: With scripts, agents will have accurate information accessible at all times. As a result, they can resolve customer queries faster. Moreover, if all of the scripts are organised effectively and available quickly, agents can also save the time spent looking for information. Finally, scripts also help you train agents faster — with clear and detailed scripts, your agents can be trained on the job. 

Reduce human errors: When information is committed to memory, agents can either forget it entirely or misremember it. As a result, they might give away false information to callers. This is truer for new agents. Scripts help avoid this. 

Improve customer service: With the help of a script, agents can focus on building rapport with customers instead of worrying about remembering information. Even if they get distracted or frazzled in the middle of the call, they can return to the script and reorient themselves.

Boost agent confidence: Having answers to all possible questions at hand gives agents a boost of confidence. When your agents know what to say, they will no longer be anxious about facing unfamiliar situations. 

Increase productivity: A culmination of all of the above benefits of having call centre scripts is that it improves agent productivity. With scripts, agents will be able to:

  • Attend to more callers every day
  • Ask the right questions and move the conversation in the right direction
  • Ensure all possibilities are considered before offering a resolution
  • Resolve issues themselves without having to ask another agent or escalate to a manager

5 things to keep in mind for creating effective call centre scripts

The most important part of an effective call centre script is relevance to the customer. So, begin by understanding your customers, their needs, expectations and common concerns. You can also do this by speaking to a small group of customers about their experience with your brand.

Map the emotional state a customer might be in when they call. For instance, if you’re an insurance company, customers are likely to be in great emotional distress when they call for claims. Your scripts need to have empathy for them. Identify your brand’s tone of voice and ensure it is reflected in your scripts. 

Have a precise opening: It’s essential to make the caller feel welcome and reassured. A good opening line can do that. For example, include a greeting, mention the agent’s name, inform them if the call is being recorded, thank them for calling and invite them to ask a question. 

For instance, “Hello [customer name], thank you for calling [company name]. This call is being recorded for quality purposes. You’re speaking to [agent name]. How can I help you?

Keep scripts short and easy to skim: The primary role of a customer service script is to help your agents resolve queries. If your scripts are lengthy and complex, your agents will waste time searching for information, causing communication gaps and pauses. Lengthy scripts can also keep the agent speaking for too long, frustrating the caller. 

Highlight key phrases or statements: Colour-coding, highlighting or even using different fonts for important points in the script will help easy navigation. You can avoid monotony of speech by highlighting words that need to be emphasised. 

Be specific: Think of all possible questions or problems your customers might face and develop different scripts for each of them. To enable this, keep updating your scripts regularly for emerging scenarios.

Personalise: Sometimes, a script can make the conversation sound mechanical. To make it livelier, suggest where your agents can personalise the script. They can either include the caller’s name or make a minor tweak based on the situation. For instance, the agent can ask, “are you and your family safe?” to demonstrate empathy during the pandemic.

Avoid negativity: Ensure that your scripts have a positive tone and approach always, especially for difficult situations. For instance, even if it is the customer’s fault, write the script that does not blame them. This will help make the customer experience pleasant and make them believe there will be a fruitful resolution in the end. 

Optimise regularly: Scripts are not a one and done thing. Depending on the situation, the evolution of your brand, needs of your customers etc., you might need to evolve your scripts too. Be open to change.

How to use call centre scripts effectively?

Creating a good script is only the first step. You also need to know how to use it wisely. Here are some pointers. 

Teach your agents to sound natural: One of the biggest criticisms of call centre scripts is that they make agents sound like robots. This happens because agents, especially new ones, focus too much on reading the exact words on the script instead of having a conversation with the customer. 

Train your agents to sound as natural as possible while using the scripts for reference. Practise the tone and pace of delivering the script until it feels natural and engaging to create a good rapport. Also, let them know that they can make minor deviations to sound natural.

Train agents on when (and when not) to use the script: While there are significant benefits to using a script, there are always situations where your agents might find it better not to use them too. For instance, an unprecedented situation. Or an extremely agitated customer. In such cases, your agents will need to improvise. 

Train your agents to identify when a script will not be useful. Also, train them to improvise, think on their feet and seek help from seniors. 

Track effectiveness: Monitor call recordings regularly. Speak to your agents to understand the usefulness of the scripts and to identify gaps. Regularly review and rewrite your scripts to improve them.

For the purpose of these examples, let us assume that your brand is an e-commerce marketplace selling a variety of products. Here are examples of scripts you can use for an inbound call centre in such a scenario:

Scenario #1: When a customer wants to buy a product out of stock

Customer: Hi, I came across this [product’s name] on your website. I tried to place an order but I couldn’t. How can I buy it?

Agent: Hello [customer name]. I see that [Product name] is currently unavailable. We expect it to be back in stock in two weeks. I can place your order first in line so that you receive it as soon as it is restocked. Shall I?

Your response should always be positive to encourage the customer to stay loyal to your brand and not choose your competitor over you. When faced with a situation where you are currently unable to meet their requirement, offer an alternative. In the above example, your call centre scripts for agents can also include suggestions of other equivalent products.

Scenario #2: An impatient customer 

Customer: I had ordered [product name] from [company name] a week ago. The website claims that the package was supposed to arrive two days ago, but it hasn’t. I am not able to track or have any idea of where my package is! What is going on? 

Agent: I apologize for the delay, [customer name]. I am looking into the matter and see that your order has been shipped. The delivery is delayed due to weather-related issues. It is scheduled for delivery to your address tomorrow. Sorry for the inconvenience caused. We are doing everything we can to ensure that it reaches you at the earliest. 

Not receiving packages on time can irritate your customers, and they would expect a  resolution as soon as possible. In such situations, apologise, empathise, explain the problem and help them understand how you will fix it. In addition, offering compensation for the inconvenience can help lighten the mood of the impatient customer. 

Scenario #3: An angry customer 

Customer: Hi! I recently purchased this [product name], but it is nothing like how it was shown on the website. The item that you delivered was damaged and faulty. This is totally unacceptable. I need a refund for this immediately!

Agent: Hello, [customer name]. I am sorry that this happened to you. We strive to ensure that our products are of top quality. I can replace the products right away or refund your amount. Could you please send me a photo of the defect for the reports?

When your products don’t match customer expectations, they are bound to get angry. Be careful not to agitate them further. Don’t blame them for the problem. Instead, reassure them that you will make amends immediately. Explain their options and suggest the best solution. Make sure your call centre scripts to handle customers like the one above have specific pointers about tone, voice etc.

At the end of an inbound call , offer a call centre closing script too. Ensure that your agents thank the caller for calling, confirm that their query has been resolved, and invite them to provide feedback. For example:

Agent : Thank you for calling [company name]. Is there anything else I can help you with? Your feedback is valuable to us. May I please transfer your call to an IVR survey to collect feedback about this call? It will only take 10 seconds.

While contacting potential customers or existing ones, it’s essential to have all the information at hand. Having both the call centre opening script and the closing script will help your agents make effective outbound calls. Here are some examples you can use for your outbound call centre .

Scenario #1: Payment reminder

Agent: Hello. This is [agent name] calling from [company name]. This is a payment reminder for [invoice reference number], due on [due date]. Have you received this invoice? Can I help you in making the payment online? 

If you have any questions about this invoice, please let me know. 

When you’re making a reminder call, it’s important to get to the matter as quickly as possible to ensure that the customer doesn’t mistake it for a sales call. Be specific. Offer help if they need it.

Scenario #2: Follow up call

Agent: Hello [customer name]! This is [agent name] from [company name]. I’m following up on the [product name] we discussed last week. Is now a good time to talk? 

Have you made a decision about the purchase? Is there anything I can help you with?

Always start with a quick reminder about your previous discussion. Then, offer to give them more information if they haven’t been able to make a decision. It might also help if you have a special discount or promotion to expedite their decision.

Scenario #3: Upselling

Agent: Hello [customer name]! I am [agent name] calling from [company name]. Based on your existing relationship with [company name], we are offering you an upgrade on your [product name]. It is a free upgrade and will be activated immediately. May I explain its benefits? 

While upselling, it is vital to connect with the customer’s existing relationship with your company. Demonstrate that you are offering them value. If the customer is either busy or hasn’t yet decided, your agents will also need an appropriate closing script.

Agent : I understand that. Is there any other information you need to help with the decision? When can I call you back next to take this forward? Thank you very much, have a great day!

Being the primary point of contact, call centres can play an important role in shaping customer experience. To ensure a delightful, consistent and positive customer experience, you need call centre scripts for your agents.

A comprehensive collection of scripts can help:

  • Deliver a consistent experience to all customers
  • Educate agents quickly and effectively
  • Reduce errors or discrepancies in processes
  • Focus on building rapport with the caller
  • Minimise resolution time
  • Boost agent confidence and productivity

Customer service scripts are among the many tools that brands use to deliver delightful experiences through voice channels. For more on how you can leverage cloud telephony to improve your call centre efficiency, speak to our product expert today.

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call centre travel agents example

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5 Benefits of Cloud Call Centre For Travel Industry.

5 Benefits of Cloud Call Centre for Travel Industry

Travelling has been on the rise for the past few decades. It has become more of a hobby for many people nowadays. While on the one hand, a greater number of people are willing to travel, on the other hand, the travel and hospitality industry is experiencing a boom!

According to Adobe Digital Insights , the travel industry is expected to hit $98.02 billion this year. Thus, the industry is growing at a rapid rate, and the need to upgrade your business to stay in the competition is increasing.

Gone are the days when if someone wanted to travel, they would go to an agency and explore their brochure. Now, all that information is available on the web. As the reach of the consumer rises, the competition in the industry also increases. But what exactly do you need to connect better with your business prospects? A simple answer to this is getting a cloud-based call centre for your business. But before we get to the benefits of it, let’s first try to understand what the traveller wants and why a cloud call centre is beneficial for the business.

What Today’s Traveller Need?

These days, customers don’t visit a travel agency and book tickets or do inquires physically, they do it online, or over a phone call.

For many people, travel has become second nature to them. It means that the customers want more in-depth information about the service that they are going to get. Although there are many options available on websites for different travel packages, and the do-it-yourself websites are also available, they are time-consuming. It takes a lot of time to browse through the websites searching for the perfect package for their travel needs.

The customers are looking for a more convenient and faster way to plan their travels. They need to talk to someone who has more expertise in the industry and who can build a good package for them. This is where the role of agents comes in. They provide the best advice and make the research work easier for the traveller.

If you are still in doubt about why the travel and hospitality industry needs a cloud call centre , here are the top five benefits that it offers.

1. Enhanced Communication

It is important for the traveller to get as much information as possible before deciding on a travel package. Although a lot of information is available there on the website that he can browse through, but nothing compares to having a conversation with a real person.

An efficient call centre agent knows how to convince a customer. Before planning a trip, the customer would want to explain all the possible packages he can get. An agent can help him pick the best deal according to his requirements and budget , and a customer appreciates that.

2. Better Customer Service

The travel and hospitality industry thrives on good customer service. Successful hotels, airlines, and agencies offer a superior customer experience. Travellers today tend to connect on various communication channels to get the information.

With a cloud-based call centre you can have omnichannel integration to serve your customers better.

Also, customers connect to the support centre for multiple reasons like to get real-time updates on their bookings, get expert advice, get any issue solved, etc. Being always available to cater to the client’s need give them an optimum customer experience.

A client always looks for getting real-time updates for his bookings, which you can provide with a cloud call centre. When the customer gets a great experience with a company, they often come back for future bookings and even recommend it to others , which is of great importance for the business as the competition is rising each day and every new customer count.

3. Increased Productivity

With a cloud-hosted call centre, you can keep track of all the calls. This will indeed help you draw out better marketing campaigns for your business.

With more satisfied customers, productivity is bound to increase. A traveller who has had a good experience before will return to the same company when he decides to make new plans. As he has already had all his requirements fulfilled, he will have a higher trust value for your organization.

Moreover, he will recommend it to other people willing to travel. With a hosted call centre, agents can also work remotely. As long as they have access to the internet, they can use all the features of the cloud call centre on various devices. With such flexibility, they spend more time with the customer dealing with their problems.

4. Saving Customer’s Time

Always keep in mind is that a customer is calling because he doesn’t want to put in hours into browsing the website for the ideal package for him. Thus, valuing the customer’s time is very important.

With a cloud call centre, it is possible to provide quick and efficient solutions. If you integrate a CRM software with your hosted phone system , the agents will get all the necessary information about the client he’s dealing with.

When the agents have relevant data about the customer, they can add a personal touch to the service which the client appreciates. Additionally, the agent will not be wasting time gathering basic information about the customer because he will always have them on screen. Thus, saving the customer a lot of time.

The booking becomes easier for the customer over the call as they don’t have to search through the website looking for the right plan, but the agent will guide them to the ideal package for their travel needs.

5. Improved Features

Getting a cloud-hosted call centre means you can fully utilize all the features of the cloud like IVR, integration with different software, multichannel communication, high scalability and portability, etc.

Furthermore, you can save all your data on the cloud, which means you will never have to worry about losing the data of even a single customer. You can provide omnichannel communication to your clients so they can connect with you through any communication media they prefer, making you always available to connect with them, improving productivity.

Expanding or relocating your travel business will be uncomplicated. As hosted call centres do not require any hardware, you will not only save money but will always be ready to move or grow whenever you want.

The travel and hospitality industry is evolving rapidly. As the world is moving towards digitization, the clients are going to demand even more personalization in the future. To keep up with the pace, the travel industry needs to adapt to new technology to stay in the competition. Providing your customers with multichannel communication and quick service will lead to great customer service. With a cloud call centre, you can drive your business to success!

Ratnam Sinha

Ratnam is an SEO enthusiast and content writer working as a Digital Marketer with Acefone. He is fond of traveling and new experiences. He is a huge Marvel fan and is always open to learning.

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IMAGES

  1. Travel Agent Implements New Cloud Contact Centre Solution

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  2. Crucial reasons why travel businesses should seriously consider call

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  4. Young Female Travel Agent Consultant in Tour Agency Phone Call Stock

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  5. Easy Steps to Become a Travel Agent

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COMMENTS

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  12. Call Center Travel Account Explained: Tasks & Processes

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  13. Travel Companies Outsourcing Customer Care

    4 Key Ways Travel Contact Center Outsourcing Can Help You Prepare for High (and Low) Seasons. 1. 24/7 agent availability, 365 days a year.With customers just as likely to contact you at midnight than noon, even travel businesses operating on a relatively small scale can't afford to take a 9-to-5 approach to their customer care services.

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    Flight Booking, Hotel Reservation, Itinerary Modification: Grupo Noa International has a team of experienced travel agency specific telecallers and service agents. Our travel specialists have worked with some of the largest global travel portals.

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    Besides dealing with the general queries, the contact centers offer the following functions for travel and tourism companies: Marketing travel packages, boosting up the sales. Assisting customers with transaction and payment problems. Arrange welcome calls for customers. Manage the booking of tickets.

  17. 8 Call Center Resume Samples & the Skills to Include [Templates]

    This resume quickly calls out what makes the candidate valuable — his language skills. This will be a plus for employers, as multilingual call center agents provide added value to global companies. 2. Call Center Agent With Strong Highlights. Image source. This sample resume shows the fictitious Natalie Hill's call center experience.

  18. 15+ Super-effective Call Center Scripts for Agents and ...

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    Hiring managers may ask this question to determine whether you can remain professional, respectful, and helpful in these situations. Focus on how you tried to resolve the customer's issue and make their call a positive experience. Example: "One of my customers was unhappy with the internet service he was receiving.

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    Try to respond to this type of question by including details about any relevant qualifications and your reasons for wanting to work in a travel agency. Example: 'Growing up, my family would always take summer holidays abroad and I looked forward to it every year. The idea of hopping on a plane and landing in a completely foreign land just ...

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    A good opening line can do that. For example, include a greeting, mention the agent's name, inform them if the call is being recorded, thank them for calling and invite them to ask a question. For instance, "Hello [customer name], thank you for calling [company name]. This call is being recorded for quality purposes.

  23. Top 5 Benefits of Cloud Call Centre for Travel Industry

    They provide the best advice and make the research work easier for the traveller. If you are still in doubt about why the travel and hospitality industry needs a cloud call centre, here are the top five benefits that it offers. 1. Enhanced Communication. It is important for the traveller to get as much information as possible before deciding on ...