Selling call center outsourcing to the travel and tourism industry

SUMMARY

Introduction

The travel and tourism industry has traditionally been reluctant to outsource. However, with the industry still suffering from potentially crippling losses, the opportunity to sell outsourcing services has never been greater. This brief describes the pain points that the industry is suffering, and describes how outsourcers can exploit this unique opportunity to sell more services.

Scope

• Covers North America, EMEA and a discussion of offshore markets
• Covers the airline, hotel and car hire industries
• looks at traditional as well as budget travel providers

Report Highlights

Market sizing for North America and EMEA

An analysis of the key issues and pain points, including cost cutting, budget travel, customer loyalty and offshore opportunities

TABLE OF CONTENTS

ABOUT DATAMONITOR 2

WHY ARE WE LOOKING AT THE TRAVEL AND TOURISM INDUSTRY? 4

• An industry in crisis? 4
• The travel and tourism industry has traditionally been reluctant to outsource but cost pressures are leaving it no choice 5

WHAT ARE THE KEY PAIN POINTS IN TRAVEL AND TOURISM? 6

• Budget travel and downward pricing pressure 6
• Cost cutting 7
• Changing distribution models 7
• Consolidation and alliances 7
  • Airline industry 7
  • Elsewhere 8
  • Customer loyalty 9

HOW CAN OUTSOURCERS SELL INTO THE TRAVEL AND TOURISM INDUSTRY? 10

• Self-service channels 10
• Offshore outsourcing 10
• Loyalty programs 11
• Multi-channel integration 11
• Customer analytics and personalization 11
• Partner relationship management 11
• Call center consolidation 12
• Pricing 12

MARKET OPPORTUNITIES 13

• North America 13
• EMEA 14
• Limited opportunities in the budget sector 15

APPENDIX 16

• Supplementary data 16
• SPP writing team 17
  • Author 17
  • Sales enquiries 17

How to contact experts in your industry 17

List of Tables

• Table 1: Annual revenues and net incomes of 15 leading travel and tourism providers, 2000 - 2002 16
• Table 2: Travel and tourism agent positions in North America, 2003 & 2008 16
• Table 3: Travel and tourism agent positions in EMEA, 2003 & 2008 16

List of Figures

• Figure 1: Annual revenues and net incomes of 15 leading travel and tourism providers, 2000 ? 2002 4
• Figure 2: In house and outsourced travel and tourism agent positions in North America, 2003 & 2008 13
• Figure 3: In house and outsourced travel and tourism agent positions in EMEA, 2002 & 2007 14