The advances in modern-day technology many times dictate how the client company should handle their customers so that customer service proceeds in the most efficient and fastest way. The airline industry has no excuse not to join in this trend – and so the Call Center Airline Industry was born. Airlines were actually one of the first industries to avail of call center technology and services when these were created.
An airline call center supports the large and expanding travel industry. Airline industry is a highly capital-intensive business as worldwide travel was valued at US$3.1 trillion ten years ago (in 1997) and it is projected to grow to $7.1 trillion this 2007. The airline call center plays an important role in the prompt delivery of services in this scenario then. With a single number, a customer may call in and the call is then managed and acted upon by an agent who decides how best to provide customer service. One of the latest trends in the industry is the ticket-less travel and the electronic ticketing systems. This means reducing costs involved in regular documentation systems. Airline call centers are the companies that provide the missing link to these services.
The staff of an airline call center is made up of capable airline call center agents. An airline call center agent is not like your regular call center agent. To work in an airline call center, one must possess considerable knowledge in geography inclusive of data about routes, gateways and time zones. Likewise he must also know about airline sales and customer services, as well as the rest of the basic airline operations. He must be able to give suggestions and options to airline customers regarding their travel needs, while also issuing tickets to customers. Most of the time, the airline call center agent must be pro-active so that his employer gains a better edge in business.
The growth of the call center industry seems to be unstoppable at the moment, partly due to advances in the technology used and partly because it is manned by career-oriented men and women who are always willing to support the team for the common goal of delivering fast yet accurate services to the customers. A vital part of that team is the call center analyst.
A call center analyst is someone who is highly analytical, and well trained with technical abilities to be able to handle her responsibilities. To fill the position, she needs to be a graduate in college (or at least have reached a certain level in college) and must be fluent in the English language. This position also requires shifting schedules that is why someone who is willing to work on the dreaded graveyard shift is welcome. The person must also be highly motivated and capable of adapting in the fast-paced world of call centers.
The wide range of industries utilizing call center technology makes analysts responsible for various responsibilities. This would depend on the kind of industry the company may be involved in. An analyst who works for a bank would usually handle fraud analysis. She verifies every transaction and sees to it that there is no fraud involved. Should there be any fraudulent activity, the call center analyst would make recommendations to the management and formulate revisions to improve fraud detection. Part of the general and basic tasks of a call center analyst is dealing with customers – that is why a high degree of professionalism and diplomacy is needed for the position. Call center staff work in a team environment and this means the call center analyst may prove indispensable to the team.