FlightSite recently unveiled its FlightSite Agent Web site, which allows consumers to become travel agents by gaining access to a platform that facilitates airline ticketing.
The Web site sells air travel, holidays, hotels and car hire to South Africans travelling locally and abroad, the company says.
"The travel trade is up in arms because FlightSite Agent has removed all the barriers; now anyone can become a travel agent, within 30 seconds, with just their e-mail and mobile number to register for free and get access to the same, or better, fares than traditional agents have access to," says FlightSite MD Rian Bornman.
FlightSite runs several brands' travel sites from one contact centre, including Flightsite.com, Pick n Pay Travel, Travel Latitude, MySchool Travel and its new platform - Flightsite Agent.
According to FlightSite, the varied requirements of the call centre meant the brand needed a hosted call centre technology provider.
Bornman said the company was referred to 1Stream and was drawn to its consultative service model. 1Stream was able to assist with readying its technology for cloud delivery, as well as adjusting the system to match its business processes and goals.
"Not only is it a requirement from our investment partner that all our calls are recorded, but the system generates a plethora of business intelligence for us to make informed operational decisions," Bornman adds. "We've signed up 500 agents in four weeks. Our vision is to revolutionise the travel industry, and I am confident we're on track."
According to 1Stream director Bruce von Maltitz, it is important to choose the right provider when switching to a hosted call centre platform.
"Customers need to work with someone who is able to set up their call routing and queues and deliver the best analytics for their specific business type and goals, so that the system can function optimally in terms of quality and productivity." In addition to providing a call centre with business analytics, Von Maltitz believes a provider must be able to adjust the platform, should the need arise.
"Contact centres such as FlightSite are highly dynamic and the technology that supports it should be able to respond quickly and seamlessly to changes," he concludes.
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