Air Transat Enhances Phone Menu At Call Centre

In what it calls "an ongoing effort to simplify the work of travel agents and improve the accessibility of its call centre," Air Transat has unveiled a new phone menu that its says reflects the best practices and most recent technology in telephony.

Transat says the new structure is designed to enhance the agent experience. Menu navigation has been streamlined to increase efficiency and reduce the number of options and selection time by over a minute.

In addition, a geolocation service based on the caller's area code has been integrated to automatically serve travel agents in their preferred language.

The on-hold music has also been revamped; it can now be customized between five different styles of music. Finally, from now on, a single voice will accompany callers across all menus.

"Travel agents can now enjoy an optimized end-to-end phone experience," Transat says, adding that several other major features will be rolled out in the coming weeks.

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