Air Cargo Gears Up for Integrated IT-BPO Services

The cargo industry is a driver of global trade and constantly needs to adapt to new business technologies, customer care services and an increasing demand for quality, security and cost efficiency. This means better ground operations, transparent data and minimizing damage especially as the industry grows sluggish in 2016.

The current industry is seeing a 3.8% year-over-year (Y-o-Y) drop, the largest drop in three years. As ocean freighters catch up, there’s expected to be a modal shift in how cargo. The imperative for efficiency is that Cargo needs to be focus innovation, quick communication and information to stay competitive and efficient.

Key facts: - Freighters are therefore projected to carry more than half of the world’s air cargo for the next 20 years. - Freighters carry about 72% of all air cargo carried between Europe and Asia, as well as 43% of all cargo carried between Europe and North America.- Air cargo traffic will more than double by 2033.

The recently concluded World Cargo conference was headlined by data’s growing role in the industry. Cargo is gearing up towards integrated and intelligent automated process systems marking the ever-growing shift to customer-centric services. This is achieved by eliminating information & process silos and instead applying an integrated model where resource utilization and information services are co-ordinated and automated. What this does is, it allows for more productive and error-free service. Cargo’s contact center services also need to match the trends with its voice and non-voice services.

Two key trends in Cargo are the increasing transparency in communication of services and the growing maturity of cargo geographies and markets. As certain geographies and markets mature, cargo service will become more and more commoditized. Cargo companies will aim to increase their service offerings with value-adds like just-in-time services and real-time information.

A key thing to remember is that Cargo services have no one industry customer but provides services to multi. From pharmaceuticals to luxury goods, each client has a different product, need and service delivery process. More and more cargo companies are starting to work closely with their customers to secure the communications, understand the process and review each step of the delivery cycle. This helps to minimize loss, ensure timely delivery and improve operational and business relations.

Speaking to this are platforms like Mobile and ‘plug and play’ technology services. Mobile customer service and support includes apps and real-time dashboard and alerts that are increasingly crucial in timely management and reducing error. For cargo, mobility features like location, real-time notifications, direction, and connected users make a big difference.

Self-service technologies are also on the rise. As cargo customers expect service delivery 24/7 with timely information, this has led to larger machine interactions and a more transparent performance tracking.

To encapsulate, an integrated approach is required to manage the complete scope of communications: Helpdesk, ticket analysis and resource allocation; resource planning; training and development; project management services and performance optimization, social media and custom apps services. Airline Contact Center services providers like IGT focus on multi-channel customer services across voice (inbound/outbound), email, chat and social media in over 20 international languages. Some of its key services are Customer Service, Rate Desk, HelpDesk, Content Management, Sales and Reservations among others.

Cargo continues to grow, slow and steady. But Asia-Pacific is one region which is predicted to see definite rise in Cargo services. As language plays an important role in the region, it’s beneficial to have contact centers with language services. Many Travel management outsourcing companies have global delivery centers that help drive consistent communications with integrated IT-BPO. IGT recently launched its 11th delivery center in Manila in 2015. Security and quality are cornerstones of Cargo’s services. The key differentiator when selecting the right Airline BPO Services is finding one that suits your needs and those of your end customers.

InterGlobe Technologies (IGT) is a leading global travel domain expert that provides travel technology and BPM services to accelerate business performance of its customers.