MONTREAL — Air Transat has revamped its phone menu to improve the accessibility of its call centre for travel agents.
As previously reported, the company has been dealing with long hold times in recent weeks, largely due to staffing issues. But with these new enhancements, travel agents will notice a completely streamlined menu navigation that increases efficiency and reduce the number of options and selection time by over a minute.
In addition, a geolocation service based on the caller’s area code has been integrated to automatically serve agents in their preferred language, and music can now be customized between five different styles.
Finally, to tie everything together, special attention has been paid to standardizing the voice; from now on, a single voice will accompany callers across all menus.
Several other major features will be rolled out in the coming weeks, says Transat, to provide a better end-to-end phone experience.
