“Today’s Day” is preparing ever new and far from simple tests, testing entire business for strength, and capability to respond flexibly and promptly. Waves of economic crises were overcome, they were capable to withstand the pandemic by rebuilding main processes; now the sanctions consequences of the military operation in Ukraine are making their own adjustments. There is no point in hiding - even for such a strong structure as the Vipservice holding, the changes felt hard, but strength of the company is expressed in its ability to rebuild, find solutions, and maintain stability.
There is no secret that most of post-operations with tickets, namely exchanges, refunds and cancellations, are carried out by call center specialists using automated booking systems or global distribution systems. Only 20% of such operations are automated and available to customers on online sites or B2B sites. With the beginning of the February events and, as a result, blocking of airspaces of a number of countries, as well as closure of 11 airports in southern Russia, a number of requests for refunds and ticket exchanges increased significantly. Operating capacities of the company coped with the situation with difficulty - the processing time increased greatly.
In connection with the current situation in the holding, they quickly began to search for alternative resources to solve this problem. And, as a result, a partner with an outsourced call center was involved. It should be noted that at that time Vipservice also involved its own staff consisting of more than 60 employees of this profile.
The involvement of third-party call center helped to solve the problem, but we are not resting on our laurels and continue to increase our capacity to serve our customers' requests even more quickly.
Reference
Support in form of additional call center is provided by the company that has been providing such services on the Russian market for more than 20 years. It employs over 6,000 specialists. The service is available in 29 languages, including a group of the CIS countries, the languages of Eastern and Western Europe, the main languages of the Far Asian direction.
