As we know…
The operational efficiency of Travel Management Companies (TMC) is contingent upon their ability to build a well-oiled queue management and ticketing fulfillment system enabled by precise forecasting and scheduling capabilities. Such functionality is imperative for enterprises to seamlessly resolve customer queries, drive timely omni-channel communication and offer comprehensive support to ensure 100 percent ticket fulfillment.
The challenge for the client was…
It intended to provide differentiated value to premium and VIP corporate clients. To achieve this, the client had to maintain a consistent focus on accuracy, improve the Turnaround Time (TAT), prioritize urgent cases in real-time, adeptly manage peak season volumes and foster a high level of engagement across multiple services in a 24/7 environment.
As a co-creation partner…
WNS leveraged TravOps, the operational excellence pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), to streamline ticketing, exchange, schedule changes, refunds and fare search. Key aspects of the overall solution included:
- Priority desks for premium travelers
- Dedicated communication channel for real-time support
- Experienced and comprehensively trained ticketing specialists
- Technology-led workforce optimization for improved forecasting and scheduling accuracy
- Knowledge management tool for update dissemination
- Robust reporting methods to track production and efficiency
The solution enabled the TMC to achieve…
- Efficient services for premium travelers through a robust screening mechanism
>
percent
error-free transactions
percent
improvement in average handling time
percent
TAT on urgent queues
percent
cross-trained agents
About WNS TRAVOGUE:
WNS is a leading Business Process Management partner to more than 400+ global businesses, including 100+ Travel & Hospitality companies. Our clients in the travel and hospitality industry trust WNS TRAVOGUE for designing and executing their data and digital led business transformation journeys.
Built on more than two decades of experience working with clients from Airlines, Hospitality, OTA and TMC segments, the WNS TRAVOGUE suite of offerings brings together the best of industry expertise, data-to-insights prowess and digital innovation.
Across the value chain, we enable our clients to deliver delightful customer experiences with TravXP, drive operational excellence with TravOps, accelerate revenue growth with TravRev, devise accounting and risk management strategies for financial control with TravControl, achieve inclusive and sustainable growth with TravGreen and outperform the competition with growth-led strategies powered by TravConsult.
Discover how WNS TRAVOGUE can transform your travel operations and drive business results.
FAQs
1. How can travel management companies reduce Average Handling Time (AHT) without impacting service quality?
Reducing AHT requires a combination of process standardization, intelligent workflow design, automation and agent enablement. Leading TMCs leverage analytics-driven insights to identify bottlenecks and streamline service interactions while maintaining traveler satisfaction. WNS helps travel organizations optimize service operations to reduce handling times, improve productivity and enhance customer experiences simultaneously.
2. Why are operational accuracy and turnaround time critical for travel management companies?
In corporate travel, delays and booking errors can directly impact traveler experience, client satisfaction and operational costs. Faster turnaround times and higher accuracy levels improve service reliability, strengthen client trust and increase workforce efficiency. WNS enables TMCs to modernize travel operations through intelligent process optimization, quality controls and performance management frameworks.
3. How can AI and analytics improve travel operations performance?
AI and analytics provide real-time visibility into service performance, agent productivity, transaction quality and operational bottlenecks. These insights help organizations proactively address inefficiencies, improve workforce utilization and enhance service delivery. WNS leverages advanced analytics and intelligent automation to help travel companies drive continuous operational improvement and measurable business outcomes.
4. What operational challenges prevent TMCs from achieving service excellence at scale?
Many travel organizations face challenges such as fragmented workflows, manual processing, inconsistent service delivery and increasing customer expectations. These issues can lead to longer handling times, higher error rates and reduced operational efficiency. WNS helps TMCs overcome these challenges through process redesign, automation and data-driven operational transformation strategies.
5. Why should travel management companies partner with WNS for operational transformation?
WNS combines deep travel industry expertise with advanced analytics, AI, automation and intelligent operations capabilities to help TMCs improve efficiency and service performance. From workforce optimization and quality management to process transformation and customer experience enhancement, WNS enables travel organizations to reduce errors, improve AHT and TAT, and build scalable, future-ready operations.