The online is increasingly an option when one thinks about booking trips. For many people, it is more convenient to buy a plane ticket on the computer or on the phone, than to call a dedicated line, or even to go to an airline counter or travel agency.
However, to book a flight online can bring constraints that otherwise would not exist, or that would be easily solved by sales agents. The payment can fail, for a number of reasons: an insufficient credit card limit, limitations of bank security systems, or even system or connection errors.
This is when the Contact Center’s sales recovery team comes in. When these situations occur, and Customers cannot finalize their booking, a message is automatically generated, containing the necessary data to contact the Customer. At this point, it is the Contact Center who makes the calls, in a proactive and personalized way, thus recovering the sale and improving the experience of the customer, who ends up finalizing the payment to TAP instead of giving up or looking for other travel options.
The payment recovery team was created at the end of 2017 and has three permanent elements and a reinforcement element. In the photo, from left to right, Pedro Silva, Mariana Resende, Simão Themudo – permanent members of the team – and Ivan Mimoso – who strengthens the team when it is needed.
More than a million euros per month and a recovery rate higher than 30%
The success of the creation of this team is already clearly visible. In January, 16,3% of the sales via Flytap were recovered, which represents a gain of 586 thousand euros. In August, this value went up to one million and 30 thousand euros, with a recovery rate of 31%.
Once again, TAP proves that to provide a service of excellence to the customer, in a proactive and dedicated way, will continue to bring gains for the Airline, gaining passengers’ loyalty and making their travel experience even better.