Chargeback Management Expertise Secures Revenue Recovery 15% Above Industry Averages for Online Travel Agency

Travel technology platform accelerates resolutions and secures customer trust through strategic outsourcing.

Why iQor?

This case study highlights iQor’s 20-year strategic outsourcing partnership with an online leading online travel agency (OTA) for best-in-class chargeback management support. Our full cycle revenue management support delivers flexible, responsive, and proactive solutions that fortify financial operations and create exceptional customer experiences. 

iQor stands out as a premier partner for chargeback management due to our optimal mix of dedicated teams and decades of accumulated process knowledge. Our approach delivers unparalleled efficiency and effectiveness in handling chargebacks, positioning us as a leading global provider of back office solutions at the heart of global connectivity.

Back Office Agility and Trusted Compliance

iQor’s comprehensive back office support is secured by robust multi-layered security protocols. Our end-to-end encryption, zero trust approach to cybersecurity and Level 1 PCI Data Security Standards deliver the world’s most trusted compliance.

Strategic iQor India Location Empowers Global Travel CX Connectivity at Scale

1. Noida is part of Delhi New Capital Region (NCR), a vibrant residential and commercial ecosystem that offers 100% uptime with 24/7 specialized support 

2. Noida’s ideal climate delivers 100% uptime for business operations, offering unparalleled advantages through a highly educated, motivated, and multilingual workforce.

Holistic Revenue Management and Dedicated Outsourcing Solutions Driven by BPO’s Culture of Innovation

iQor India’s deep expertise in back office processes and revenue management differentiates us as a trusted advisor in the industry. Our future-ready approach continuously improves our team’s well-established capabilities with automation and data-driven insights.

This strategic outsourcing approach allows our teams to process recoveries with top efficiency, a requirement for seamless global travel operations. 

Our employee-centric service model ensures that our team remains highly satisfied, supported, and equipped to deliver exceptional service, translating into superior customer satisfaction.

iQor’s dedication to operational excellence empowers us to provide industry-leading global revenue management services to travel brands with cost-effectiveness as a top priority. Our integrated full revenue cycle management optimizes cash flow from intake to resolution, delivering smile-worthy results.

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Success Snapshot

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Background

Since 2004, iQor has been a trusted partner for the online travel agency through comprehensive management, research, validation, and revenue recovery of airline debit memos. 

With chargeback servicing experience since 1999 across various industries, our disputes team has exceptionally high average tenure in the chargeback domain.

The Value of Optimal Chargeback Programs for Online Travel Agencies

Optimal chargeback programs are integral to the success of global travel brands for maintaining high customer satisfaction.

Airlines, hotels, car rental companies, and other travel services are dedicated to efficient chargebacks that ensure timely recovery of funds and accurate financial reconciliation. This reliability fortifies customer relationships and provides financial stability for all parties.

When travel customers experience issues such as cancellations or service discrepancies, an effective chargeback program ensures their claims are resolved quickly, reducing friction and building trust in the OTA’s service. This swift and accurate resolution elevates the travel experience, fostering customer loyalty and positive word-of-mouth advocacy. 

By addressing the financial and experiential needs of today’s global travelers, optimal chargeback operations position OTAs to maintain exceptional customer satisfaction, ultimately maximizing success in a competitive market.

Business Opportunity

Travel platforms continuously manage high chargeback volumes by offering uninterrupted travel operations in a region well-established for ease of doing business while enjoying Noida’s thriving cultural ecosystem. Efficiently handling these chargebacks is vital to optimizing scalable financial recoveries and leading satisfaction.

Solution

By partnering with iQor, our travel client harnessed decades of accumulated process knowledge designing, executing, and adapting optimal CX and back office operations with agility and dedication. Here’s why we stand out from other managed services providers:

The 2 Pillars of Human-First BPO Back Office Excellence for Smile-Worthy Travel CX

1. By prioritizing employee satisfaction through a human-first approach, iQor empowers agents to delivers seamless travel customer journeys.

iQor India’s team of chargeback specialists is our greatest asset. With decades of experience in the region and unparalleled agility, they bring a human touch to each case, ensuring that every dispute is handled with care and precision.  

This program’s success integrates into the DNA of modern travel by delivering accessible high-touch support backed by ongoing training and coaching to stay ahead of travel industry trends and best practices.

2. Back office operational excellence delivers top-down performance for accelerated efficiency.

iQor’s operations teams have developed highly optimized processes that streamline chargeback management from start to finish. Our comprehensive approach includes:

• Thorough Research and Validation. We investigate customer chargeback claims with meticulous precision, considering chargeback reason codes, merchant policies, and travel supplier policies to determine the validity of each claim. 
• Proactive Customer and Supplier Outreach. We engage with customers and travel suppliers via phone and email to resolve disputes quickly and effectively, ensuring clear communication and swift resolutions. 
• Special Handling for Future Travel Disputes. We manage future travel disputes by canceling inventory, processing refunds, and securing alternate payments, providing a seamless experience for customers through U.S.-based voice support. 
• Detailed Documentation and Representment. We gather all necessary documentation and create tailored representment packages that address specific chargeback reason codes, enhancing our clients’ chances of successful dispute resolution. 
• Comprehensive Airline Debit Memo Management. We research, validate, and manage airline debit memos to ensure accurate and timely resolutions. 

Results