Learn why 40 of the Top 100 Corporate travel agencies in the US trust their after-hours service coverage for their stranded travelers to CCRA

CCRA’s implementation of a unique “4 Days On / 4 Days Off” agent scheduling strategy gives us the ability to quickly secure additional coverage when crises arise, which in turn allows us to consistently deliver the lowest average hold times in the industry. Moreover, our agent network is virtual, so we are not susceptible to local weather issues or disasters that can affect some call centers.

Only CCRA records 100% of all call activity between our agents and your clients—every minute of every call. These digital recordings are stored indefinitely and can be made available to you upon request. This service eliminates “he said, she said” scenarios, allowing your agency to prove you are consistently enforcing the travel policies of your corporate accounts.

The technology & infrastructure that powers our call center services is housed in a world-class facility. Power Management, HVAC, Fire Suppression, Seismic Engineering, Physical Security, Tier 1 Internet connectivity and Intelligent IP & IP MPLS network are the basics. We utilize the full efficiency and agility of cloud computing by virtualizing, pooling and automating all data center resources. Capacity expands and contracts as needed, applications can be provisioned on-demand, Every application is assured of the right level of performance, compliance and security, Our cloud based backup solution strives to minimize recovery time (Near-Zero Recovery Time Objective) and provide 5-minute recovery point granularity. It is scalable and allows recovery of backups to any location or virtual machine, even with dissimilar hardware from the backup source. It also allows granular object-level recovery for both files and application level objects such as emails.

CCRA will provide a dedicated resource for our partnership with any TMC which has over 200 after-hours calls a month. Terrie Mendes, our Sr. National Accounts Manager and whom many of our clients consider to be our “Secret Weapon,” will be your key point of contact for your agency's staff. After overseeing all details of agency implementation, Terrie will ensure that service starts strongly and continues to remain responsive and effective. Terrie will then continue to be in regular contact, helping your project managers with interpretation of data, consulting about additional ways to save money or provide additional service, and overseeing the Customer Service relationship with your agency and CCRA.

Your agency’s travelers will be recognized the second they connect with a CCRA agent for assistance. CCRA’s Whisper and Pop-Up technology provides our agents with the ability to immediately recognize your agency and/or client. Our pop-up technology also provides our agents with additional information specific to your account and/or client.

Available at any time of day with real-time data, you can log in to see and download your agency’s after-hours call activity. These reports include full detail of call transactions and can be easily downloaded into Excel for integration with other internal reports that you may create for your clients. The online reporting tool provides all data needed to reconcile monthly invoices.

We know that sometimes you need to take all of your agents off the phones for training classes, staff meetings, or company gatherings, and we’re here to help. Whenever you forward your weekday calls to us between 12:00 pm to 5:00 pm Eastern (9:00 am to 2:00 pm Pacific), you receive our “off-peak,” discounted price-per-call.

As a client of our Call Center, you'll have access to our Negotiated Rate Program, allowing you access to special amenities for your travelers as well as revenue and commission opportunities!

There is no charge to quote and collect the service fees you may wish to assess directly to your client.

We don't charge to set up and manage individual VIP call-in numbers for each of your most highly-valued clients.

Phone numbers will be provided for each of your branch locations to assist in expediting the call handling process and improve your clients’ overall experience with CCRA. Our agents will immediately know which agency the customer is from, how to answer the phone, and will have immediate access to all of your agency’s requirements. Personalized numbers can also be provided to your top accounts to create a personalized account experience.

There is no charge for a second ticket, or more, that are issued within the same PNR.

Use this toll-free number to determine the on-time status at major airports during severe weather or other disasters. This number is available at no charge to you or your travelers.

CCRA has on-call access to over 1000 language interpreters, covering 150 different languages. This service is ideal for non-English speaking travelers. Travelers must be able to communicate which language service they require. LIS is also designed for clients traveling abroad who find themselves in “emergency” situations (i.e. hospitalization, emergency departures, etc).

CCRA sends quarterly updates via eBlasts, to keep you informed and up-to-date on various events in the travel industry.

Need to find a hotel fast? You'll get free access to our online hotel directory. Designed for large corporate and leisure travel agencies, CTDs, and travel managers, the CCRA Global Preferred Hotel Program provides a full portfolio of over 43,000 hotel properties available, with special negotiated rates in over 200 countries and territories.

Our phone system is based on the Asterisk platform. Asterisk is used by nearly all of the companies on the Fortune 1000 list on more than one million communication systems worldwide. Asterisk allows us to create innovative custom communications applications to best suit our clients' needs.

Unlike several of our competitors who have misnamed their expedited answering-only service as “VIP Service", CCRA provides a unique full service offering for your very top clients.

Our VIP Desk provides your executive level clients the rapid, first-class global assistance that they expect. The VIP Desk is staffed with full-time agents with at least five years of travel industry experience, a proven track record of dependability and timeliness, and expert command of all GDS booking systems. Unlike other services, these agents only take VIP calls, providing a unique degree of specialization for your top travelers.

CCRA’s VIP Desk can further support the customer satisfaction of your most valued clients by offering these additional top-tier services:
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• Expedited priority call response
• Dedicated VIP Desk agents
• Individualized toll-free Personal Touch phone numbers
• Automated airline upgrades
• Seat map selected seat assignments
• All VIP Desk requests for tickets and exchanges fully processed without delay
• Outbound calls to airlines for protections, as necessary

Expedited Call Service offers faster priority call response in addition to our standard level of 24/7 travel agent assistance. These calls, for which there is a premium, are bumped to the front of the answering queue.

Please note: Both our VIP and our Expedited Call plans are not at all over-subscribed, with the combined totals averaging less than 5% of our overall daily call volume. We do not use our Expedited Service to place huge volumes of calls (such as from our largest clients) each day on this plan in an effort to appease certain customers.  The bottom line for your agency - you do not need to worry that the incoming calls from your clients will find they are not getting answered in a timely enough manner!

CCRA’s Agency Queue Monitoring Service is developed to monitor your online booking tool queue when you cannot. CCRA will issue tickets from PNRs placed in this queue according to guidelines provided to us by your agency. Pricing is based on monitoring frequency and number of queues to be monitored, as well as by the number of records in the queue and by the number of tickets issued.

We can create custom phone greetings on request and to your specifications for your branch offices and key accounts who wish to be identified by name.

Reporting Actionable Catastrophic Events runs between the hours of 5PM and 9AM Eastern Time weekdays and throughout the weekends, CCRA staff will monitor global news feeds. If a catastrophe occurs, we will call your designated RACE responder.

A catastrophic event will include but not be limited to the following:

• Natural weather disasters such as earthquake, tsunami, major flooding due to unexpected weather patterns
• Political or high-profile citizen tragedy
• Acts of terrorism or war
• Major Air Delays that will affect the entire air traffic control network
• Airline accident
• Labor strikes that will create immediate chaos for your travelers
• Mass evacuation government orders

A nominal monthly fee will allow CCRA to “keep you in the loop” if any catastrophic event occurs. For an additional fee, our staff will generate an immediate queue search in your GDS for any pertinent information that may impact your customer base.