MYTRAVEL TELEPAYMENTS

Every year, MyTravel sells approximately  300,000 holidays in Denmark via its shops, the internet and by telephone. Until 2002, payment over the telephone was a rather slow and arduous affair, both for the customer and for MyTravel. And, with the massive proliferation of card terminals in sales outlets and online payment on the internet, it was only natural that MyTravel wanted their customers to have the option of paying by credit card over the telephone - without it having an adverse effect on the workflow in the call centre.

 

With telepayment via IVR, customers can pay for their holiday there and then - just like they can at sales outlets and on MyTravel's website. Sales staff can either direct customers to the self-service solution so that they can make their payments as soon as the order has been placed, or they can refer them to a direct number the customers can call in order to pay. Every morning, MyTravel receives a file showing all of the previous day's payments. They can then enter the details directly into their accounting system. The system was quickly expanded to cover MyTravel in Sweden as well.

 

Improved customer service and workflow
The solution has made life much easier - both for the customers and for MyTravel sales staff. In addition, MyTravel are finding that they no longer have a large number of holidays that have been booked without being paid for - and this is particularly advantageous when it comes to last-minute bookings where the customer needs to strike while the iron is hot.