A major tour operator runs sales and support on one platform

The starting point

All kinds of people call a tour operator. Someone is choosing a vacation and wants to book today. A traveler already at the resort calls because the airport transfer never showed up. A travel agency checks a client's booking, and an office employee checks the details of an order. Each has their own question and urgency, but they all call the same numbers.

The company needed one system that shows everything at once: how many calls came in, how many were lost, where the queue is growing, and which agents are maxed out.

There was a second requirement. Calls include passport details, amounts, and travel dates. The tour operator wanted recordings and call history kept in-house, not with a third-party service.

What it costs

In travel, a missed call is usually an unsold trip. A person who can't get through won't wait: they call the next agency and book there. It hurts most at the height of the season, when call volume peaks and every minute in the queue costs money.

There is another cost people think about less. In summer and before the holidays, you need several times more agents than in the off-season. If the system charges per seat, it gets more expensive exactly when the company is already spending the most on people.

What we did

We installed CONTACT.WORK on the tour operator's servers and set it up around how the company's sales and support actually work:

• Split calls into queues: sales, travelers on a trip, and agencies
• Gave agents a browser-based workspace – calls, chats, the call log, and the missed-call list in one window
• Set up call forms. An administrator edits them in the form builder, no developer needed
• Gave supervisors real-time monitoring of queues and agents, and gave managers reports across every line of business

The platform itself is free; the tour operator pays only for technical support under its chosen support plan. So before the season, it can put more people on the phones without buying licenses.

What changed

• Sales and support calls go through one system, and reports live in one place
• Call recordings and call history stay on the company's own servers
• Supervisors see queues and agent workload in real time and can move people to where the team is falling behind
• When the team grows for the season, license costs don't grow – there are none

“Across our business, we actively use the telephony, services, and web interfaces the CONTACT.WORK team built for us to talk to our customers.”

Who this approach suits

Companies that get calls from several groups at once: customers, partners, and their own staff. Especially if data can't leave the company – in travel, finance, healthcare, and large retail. No servers of your own yet? You can start in our cloud and move the platform in-house later, without switching systems.

We do not name the client – our contract says so. Details and a reference contact are available on request.