A Leading TMC Transforms Operations to Reduce Errors, and Improve AHT & TAT
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A WNS Perspective

Key Highlights

  • A leading travel management company wanted to offer differentiated value to its VIP clients by improving accuracy, turnaround time and execution of urgent cases.
  • The client also aimed to efficiently manage peak season volumes and drive enhanced customer engagement.
  • WNS streamlined ticketing, exchange, schedule changes, refunds and fare search, improving both accuracy and response times.

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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…

  • >99 percent error-free transactions
  • 20 percent improvement in average handling time
  • 99.5 percent TAT on urgent queues
  • 100 percent cross-trained agents
  • Efficient services for premium travelers through a robust screening mechanism


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.

To know more about WNS Travogue, read here.

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