Analyzing the telephone reservation system

The management of the firm believes this can be achieved by promptly answering calls of clients seeking to book flights. The prompt response to customer’s reservation orders will play a vital role in creating a positive image of Regional Airline to its clients. The telephone agent service can only serve one customer at a time and is not efficient in playing this role as it is overloaded most of the times. The system blocks incoming calls whenever the telephone agent is handling another call making it cumbersome for the customer to contact the agent. In case of influx in the number of calls as a result of increased clients interested in reserving flights with Regional airline, the clients would remain unattended to and would seek the services of other airline competitor firm.

minutes and the time taken by and agent in attending to a customer is 3 minutes, therefore a single agent would appropriately handle calls from customers. However , the arrival rate of calls and talk time per customer is not fixed and varies as per the time of the day and time of the month when clients tend to make many travel arrangements. This system would be effectual in that it would facilitate the serving of two customers at a time in the system. The system would facilitate increased productivity because none of the agents would be overwhelmed in case of increased workload. Also, in case of the absence of one of the agents, the clients’ calls would still be attended to by the other available agent. The firm can exploit the expanded service as an advertising tool to market its business.

For instance the voice recording could be used to describe the wide of array of services provided by the firm, which clients would listen whilst awaiting to be attended to by the agent. This would be an inexpensive way for the firm to market its services. This service would also facilitate offline service, for instance, the firm can establish the system to attend to clients without having to directly deal with the agent. For instance some pre- recorded messages can be set to answer to various customers’ enquiries, which would only require the client to dial set numbers as per instructions and listen to the voice messages. On the other hand, I would record the time of the day when there were minimum flight reservations calls recorded, and ensure minimal staffing to avoided idle time on worker and minimize labor costs at the same time.

The ticket staffing plan would ensure effective service delivery at minimum labor costs. Airline companies belong to the service sector industry, therefore one of the main technique that can employed to gain competitive advantage is delivering magnificent customer service that ensures satisfaction among clients. For an airline industry, one of the services the offer is reserving flight either physically, through email or phone calls. They attend to customer in answering these calls, which makes part of their overall customer service. Washington, DC: U. S. Patent and Trademark Office. Gubenko, A. V.  JDCTA, 4(7), 23-37.