The travel service industry today is witnessing an ever stiffening competition with the impending arrival of new entrants in the market place. It is essential that customers are provided best-in-class service to match the high standards of their end-users.

As the profitability of both consumer and business travel has been impacted by the emergence of successful low-cost carriers, coupled with a global economic downturn and increased security concerns, the airline industry now has to re-examine both its cost base and how it manages customer interaction to maximize loyalty and any revenue-generating opportunity. Ever-demanding customers are increasingly using telephone and online channels to make airline enquiries, as they are most convenient and save a considerable amount of time. Airlines are therefore constantly evaluating ways to make these services more responsive and simultaneously reducing their own cost base. BPO considerations therefore assume a significant role for travel industry in general and airlines in particular.   

Experience
EBPO has leveraged its rich experience in the travel industry, its leadership position in information technology, and its strong global presence to emerge as a partner of choice for clients in the travel industry. EBPO understands and recognizes the needs of the travel industry. It is with this knowledge and understanding that we combine process, IT and domain skills to help our clients stay ahead of competition and become leaders in their own space. Our expertise and capabilities developed in the industry over the last two decades help companies realize their strategic and business objectives.

 EBPO has a dedicated Airline Industry Service vertical in the BPO space and has been managing major US carriers since 2002. The vertical handles inbound calls, outbound calls and back-office work for reservation sales, web support desk, e-mail support, teletype rejects, frequent flyer programs, baggage claims and cargo space control along with various other functions.

The EBPO team has employees and leadership that comprise industry practitioners with hands-on experience in various aspects of the travel and airlines industry. Our team has experienced employees from airlines, travel agencies and travel related organizations to ensure the best services to our clients.

Advantages
Focus on Client Business Imperatives

At EBPO, our focus has always been to proactively work with our clients in meeting their business imperatives.

• We have helped our customers achieve 20-30% reduction on operational costs, 30% reduction in cycle times and 10% year-on-year productivity improvements in their outsourcing engagements
• We have also helped our clients in providing time-to-market advantage in faster rollout of new products and services
• Our advanced analytics methods have led to enhanced customer satisfaction levels

• EBPO’s travel industry experience spans over 15 customers and 1500 person-years experience
• EBPO has a dedicated team of 2000 resources that have executed more than 125 projects in the travel industry in the BPO and IT services space
• EBPO has a Center of Excellence for the travel industry - the CoE focuses on key areas such as, loyalty management, security solutions, RFID, demand management, booking engine, reverse logistics, and Sarbanes Oxley compliance
• Our partnership with leading industry and technology players address domain and technology specific imperatives (IATA, OTA, HTNG) and provide us with necessary support to cater to a wide range of client requirements for the industry
• EBPO has a leadership team with more than 12 years of hands-on experience in the airline industry, particularly in the areas of reservations, passenger revenue accounting, yield management, cargo, fares distribution, and filing