Why has outsourcing become one of the most important aspect for an industry to ensure efficiency? The airline industry plays an important role in connecting the world. Every day, millions of people travel thousands of miles across all continents to different parts of the globe. It’s a well-known fact that airplanes are made from parts manufactured from different countries around the world. While outsourced manufacturing has been the key to the airplane manufacturers’ success, airline companies are now using outsourcing for their business services.
Outsourcing is a strategic move that enables airlines to service their pool of loyal customers. Let’s take a look at some areas of airline operations where outsourcing can make a difference.
Booking, Reservations, and Ticketing
Innovations in e-commerce have made flight booking, reservations, and ticket purchases a mostly hassle-free experience. However, these booking systems are not perfect. When someone has a specific question before booking a flight, a booking agent is available to walk the customer through the booking process over the phone. While most airlines currently offer these services, outsourcing can reduce their overhead costs enabling them to retain a higher return on investment.
Customer Service and Assistance
Whether it is online or through a customer helpdesk booth located somewhere in an airport, airlines need to provide 24/7 excellent customer support, considering their customers come from all possible time zones. By outsourcing their customer service team, airlines can meet this customer demand by offering 24/7 support at a fraction of the in-country cost. Satisfied travelers will naturally become the airline’s loyal and frequent-flyers.
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