How to benefit from
telephone based income streams
Jonathan Collard
Commercial Director
What does Tripudio Do
v Consultancy
vIntellectual capital and experience in the Travel &
Transport, Media, Telco, IT and Finance verticals
v Telecoms
vOperating as a VNO we design and deliver best of
breed solutions that make / save money
v Contact Centre
vWe have an affiliate program with a number of off
shore and outsourced facilities
Telephone based incomes can:
v Reduce your cost of sale / increase yield
v Swap a 100% cost into 100% income
v Enhance customer satisfaction
v Drive more enquires to the web
v Add value to your proposition / brand
Where can I find yet more income?
Current Sales Channels
Internet
&
Inventory
Data Base
Dedicated
data
Networks
Voice
Networks
Call Centre
Voice Channel (Call Centre)
v Toll free is the traditional ‘front end’ for call centers,
v but 0800/1800 tollfree cost you money
v tollfree calls from mobile/cell phones are still charged
v no benefit to you or your customer!!
v Premium Rate Services (PRS) can substitute tollfree
v to generate an income from incoming telephone calls
v encourage callers to self service / web fulfilment
v little affect to your brand / volumes (but can be if desired)
v Premium Rate Services can widen international access
v give the impression you are local
v consolidate call centre resource / help segment
v often still be cheaper than an international call
What is a ‘Premium Rate’ Service?
v Premium Rate Numbers (PRN) are telephone numbers which
have public tariff prices set higher than a normal domestic call.
v Unlike a normal call, the domestic telephone company does
not keep all of the income
v part of the call charge is paid to you, as a ‘rebate’
v typically the public tariff is €0.20/min or higher
v can be up to €5 + a minute
v there are legal restrictions of use
v Non Geographic Numbers (NGN) are telephone numbers with
tariffs set at a point near a standard ‘national call’ charge
v typically the public tariff is €0.08 to €0.20 a minute
v little legal restriction to use
v but much lower income potential
“I can’t ask a PAX to pay to phone me...”
vWhy not ?…. consumers now focus on:
v value of transaction
v $30 ticket vs $300
v ease of interaction
v connection to agent vs ‘IVR hell’
v quality of information
v ‘1 call resolution’
st
vLittle consumer reluctance to use PRS:
v cost increasingly marginal
v ‘Starbucks’ coffee is €3
v ‘Speedy boarding’ is €17
v to fill up your car is €90
Who is using PRS or similar services?
High Consumer
cost /
High income
PRN
Mid Consumer
Cost /
Mid income
NGN
No Consumer
cost /
No income
Tollfree
Visualisation of Solution; International
Warsaw
Call
Polish Centre
Speaking
Local Incountry Telephone Numbers
UK
Domestic
PTT’s
English International
Speaking
UK
Connectivity
Budapest
Call
Centre
All Other
Languages
Greece
Germany Domestic
France
Italy PTT’s
Sweden
Spain
etc
Visualisation of Solution; In country
Local Incountry PRS Telephone Numbers
Domestic
PTT Warsaw
Customer Call
Poland Centre
Domestic Budapest
Customer PTT Call
Hungary Centre
Cluj Napoca
Domestic
Customer Call
PTT Centre
Romania
Domestic
Customer Sofia
PTT
Bulgaria Call
Centre
How did benefit?
vA new & substantial income stream
vEradicated historic tollfree costs
vConsolidated call management function
rd
vVisibility of 3 party call center performance
vImproved customer services
vEased new market entry/new route deployment
vRemoved multi vendor management issues
vStandardised reporting functions
vLeveraged volume discounts
Why should you use PRS?
v Support the cost of the Voice channel
vturn a cost per call into a net margin contributor
vsome airlines earning over €3million + pa
v PRS acts as a complementary channel to the internet
vPositive ‘displacement’ strategies
v drive RES online
v reduce queues for Customer Service
v leverage Self Service & Web mediation
v Provide uniform ‘contact plan’ for all clients
v Wherever they reside, or initiate contact
v passengers in transit
Other PRS Applications
v Flight Information lines
v …let your agents sell
v Travel Guides
v publish online / charge in real time
v Ancillary Incomes
v Scratch Cards
v Gaming
v SMS Texting
v Gate changes / Security information
v Ground Transfer bulletins
PRS – What is involved
v Many parties involved in provision of PRS
v Languages
v Telecom networks
v There is a bewildering array of legal issues
v Local regulations
v Local language contracts
v Multiple international relationships to manage
v Local offices often required
v In country contacts
v Investment is needed to setup and operate services
v Skilled staff
v Equipment to be bought and hosted
v Ongoing management time & costs
No two customers are the same..
No two PRS solutions are the same..
What next – find a partner that can
v Provide a managed service, where they…
v leverage relationships with local and international carriers
v simplify installation and operations management
v Collect and deliver all inbound calls to any fulfillment location
v give ‘real time’ traffic stats to illustrate call center performance
v provide timely rebate payments via electronic funds transfer
v and you…
v focus on customer service / sales
v give the perception of a being national entity on a global basis
v generate significant profit contribution to support your channel
Any Questions?
Jonathan.Collard@tripudio.co.uk