SOTC has been collaborating with various partners to run their Call Centres over the years. In the due course of time, SOTC learnt and realized the importance of delivering excellent Customer Experience to travellers who want Leisure and Customisation with destination expertise. With this Vision, it has re-coursed its Customers’ Tele-calling Experience having started with 20 Travel Experts effective 13th December 2019 from the Marathon location/Branch. SOTC strives to minimize the Customer effort, implementing proactive measures for faster closure of Customers’ interaction. Additionally, it also aspires to have an above-Market NPS score, post initial days operations.
The initial operations include FIT only, projected to have 30 Travel Experts by Jan 2020. The Go-live was attended by Thomas Cook and SOTC Senior Leadership team including Vishal Suri, Amit Madhan, Neeraj Dev Singh, Mona Cheriyan, Deepti Sheth. The Project is led by Deepika Taneja with due guidance from E Business Head Rahul Trivedi.