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Workforce In Online Travel Agencies (OTA) – The next innings…

By Nammitta Dutta 29th April 2019

Are you 1 of 319 Million people contributing to the continuous growth of the Travel Industry?

As per a report from the World Travel & Tourism Council, Travel & Tourism is one of the world’s largest economic sectors, generating 10.4% of world GDP. In 2018, the Travel & Tourism industry experienced a staggering 3.9% growth exceeding the global economic growth which stood at 3.2%.

In the past few years, technology has totally changed the dynamics of the Travel & Tourism industry twice over. A few decades back we went from personalized high street travel agents to OTA, where a consultant sitting in another part of the world would plan your holiday for you and would respond to all your queries. Today we are back to customers wanting personalized service and expect a travel advisor to be completely available for them at their doorstep. Packages need to be created based on the individualistic needs of every consumer.

According to travel marketing company MMGY, 58% of travelers obtained information from an OTA this year as opposed to 84% the previous year. Percentage of Millennials booking trips through an advisor has increased by 50% from the last year. It makes one wonder, why did the high street travel agents become obsolete then if personalized service was all that the consumer ever wanted.

If personalized service is what consumers wanted why did high street travel agents become obsolete?

“Lack of Convenience” I believe.

OTA had captured that essence for the customer. It was available online, in the confines of their cozy homes and at a time that was suitable for them. It was so convenient, but what it had left behind was “Personalized Service.”

Is this then, the end of OTA?

Not really, Online Travel Agencies (OTA) have just changed their game plan. If advisors are what the people want, that’s what they are determined on providing. They are busy hiring more and more travel advisors to serve customers with a personalized experience.

This new change brings its own set of challenges, which the industry had not foreseen.

How do you ensure your people are doing what they are supposed to be doing?

How do you ensure the consumer data is managed properly?

How do you capture feedback on this service to improve your offerings?

Traceability, Efficiency, and Productivity of the travel advisors out in the field are the biggest challenges faced by this evolving Industry. The solution lies in technology, we can use technology to ensure we are able to provide that personalized service and also manage the advisors effectively.

We at Tookan, dug deep to understand the challenges of this Industry and updated our offerings. Today we bring many benefits to our tool:

Real-Time Traceability: It enables admins to track their travel advisors in real-time across the globe.

Optimized Schedules: Save time and effort for your advisor by providing them with the most optimized schedules for the day.

Attendance Management: Tookan offers travel advisors the flexibility to mark attendance, apply leaves with the help of a smart bot.

Appointment Management: Eliminate the paper trail by automating appointment scheduling to make sure you never miss any.

Earning Reports: Maintain complete transparency by enabling the travel advisor to keep a note of their daily earnings.

Chats & Collaboration: Ensure positive communication by sending regular notification about the expected arrival time of advisor, facts about the dream destination and much more to your customers

Advanced Analytics: With our smart analytics and reports, analyze bottlenecks and make data-driven decisions to improve customer services.

Workforce management solution like Tookan is a High-tech, Future-Ready, and a Customizable platform built to understand the organization requirement and challenges aiming to provide customers the best ever experience.

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