20/Jan
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Travelport signs three-year customer service agreement
Travelport, the business services provider to the global travel industry, today announces a new three-year agreement with Stefanini, a global leader in outsourced IT services. The new agreement marks the continuation of a successful partnership that has seen Stefanini provide Travelport with multi-lingual customer help desk services for the past seven years.
Under the new agreement, help desk services will be provided to users of both the Apollo global distribution system and Galileo customers in Asia alongside existing global Worldspan customers and Galileo customers in Europe.
Travelport will also increase the number of helpdesk support staff so that its customers can receive a specialised service according to the Travelport distribution system platform and products used. Other benefits of the enhanced customer support service include shorter call-wait times and a greater number of options for customers wishing to contact Travelport, including a helpline, email support and ASK Travelport, the ‘self-help’ customer portal. Assistance is available globally, 24 hours a day, 7 days a week and in 19 different languages.
Commenting on the agreement, Geraldine Goodman, Senior Director of Operations at Travelport said:
“The additional investment in our help desk services is part of our pledge to provide the best-in-class service experience for Travelport’s worldwide customer base. Following a thorough review process we felt that Stefanini had the best proposition, with the flexibility and can-do attitude to work with us to meet the ever-changing needs of our customers and the industry in general - and the most comprehensive training programme I have seen.”
We were also keen to expand Stefanini’s support services throughout Asia following the very positive feedback on our helpdesk enhancements and customer support services in Europe, and the addition of a dedicated Apollo and Galileo help desk service in this region is testament to this.”
Ernst Voegtle, Vice President Business Development of Stefanini said:
“Travelport gave us the opportunity to expand our global services in terms of scale, geography and complexity. We are proud that Travelport has trusted in our expertise and track record and look forward to providing a world-class customer service experience for their customers”.
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About Travelport Customer Support
Travelport supports its global customer base with help desks in 27 countries, each providing dedicated teams for suppliers, API support and Global/Multi-National Accounts. Support is available globally, 24 hours a day, 7 days a week in English and in 17 additional languages during local working hours and local time zones.
In addition to ‘phone support, customers also have access to a range of sophisticated knowledge management tools, providing a number of contact options. These include Ask Travelport, the global customer “self-service” support portal which is available any time and in multiple languages, where resolution status is fully visible. Queries are also resolved via email, live chat and screen sharing.
Travelport currently receives over 125,000 contacts a month directly to one of the call centres, with a further 90,000 contacts being made through Ask Travelport.
Follow Travelport on Twitter at http://twitter.com/Travelport
