Onboarding day 1

Riverum is an:

• Airline company in India.

• Travel Agency in India.

• Call center in Delhi.

• Sales Company in Philippines.

Our projects are:

• Wowfare, Arangrant, Ovago, Gurufare, Hop 2.

• Priceline, Kayak, Uplift, Travel Guard.

• Wowfare, Priceline, Trustpilot.

• Priceline, Uplift, Travel Guard.

What is the company's mission?

• To be recognized as the top provider of high-quality Travel Services.

• To have only 5 star reviews on Trust Pilot.

• To offer a lot of options and let the customer chose what he is interested in.

• Higher salaries for all employees and instant work promotions.

What are agents' main responsibilities?

(multiple choice)

• To assist clients with their needs.

• To explain the promotional price deals from the disclaimer to the rules.

• To offer great deals but avoid advising customers on any matter.

• To sell the tickets and to avoid any questions from customers' side later on.

Why should an agent use the scripts?

(multiple choice)

• The script allows agents to easily engage in a conversation.

• The scripts are not mandatory since the customers are the ones who take the lead in the conversation.

• Agents have a plan to focus on and make the clients more confortable to share their issues and their needs.

• The scripts will increase the stress and confuse the customer.

What are the main parts of the Initial Call Script?

• Discovery, Presentation, Booking form

• Introduction, Presentation, Hotel

• Discovery, Booking Form, Hotel

• Introduction, Discovery, Presentation, Booking form and Hotel Booking

What information must be collected from customers during the discovery part?

• 1. Name

  2. Departure city

  3. Dates

  4. Passengers

  5. Email

• 1. Departure city

  2. Destination City

  3. Dates

  4. Flexibility

  5. Nr. and type of pax

  6. Airlines preference

  7. Stops preference

  8. Stop duration

  9. Budget

  10. Email

• 1. Departure city

  2. Destination City

  3. Dates

  4. Flexibility

  5. Client's birthday

  6. Airlines preference

  7. Credit Card Information

  8. Stop duration

  9. Budget

  10. Email

• 1. Departure city

  2. Destination City

  3. Dates

  4. Flexibility

  5. Number of pax

  6. Airlines preference

  7. Stops preference

  8. Extra Services

  9. Credit Card Information

  10. Budget

What exactly is CRM?

• A file format for capturing and sending electronic documents.

• It is a software dedicated to manage your relationships and communication with the clients.

• It is a software for viewing and commenting on flight options.

• A tool that can help you and your team to become more organized and efficient.

Identify the main components of CRM.

• Leads, Cases, Calls.

• Calls, Messages, Codes.

• Viewer, Cases, Codes.

• Core Component, Cases.

What does a lead contain?

• Reviews, Flight options.

• Flight options, Communication, Flight requests, Clients' contact information.

• Airports flight information, Flight requests

• Market projects, Clients' contact information.