How SOS International is preparing for a busy summer peak season
All forecasts predict a summer season characterised by high travel demand. SOS International is adapting its operations at the travel assistance alarm centre to accommodate a high level of activity.
“We have looked at the forecasts and how we can best ensure good working conditions and so optimise customer service,” says Ola Magnevall, Head of Operations at Travelcare, SOS International.
The new operational workflow takes into account an expected activity level of 80%, and at times, up to 100% compared to 2019. The implementation has been tested and adapted during the spring to ensure that the flow works as expected.
New team works across the board
During the summer peak season, Travelcare operations staff will be divided into three areas.
A newly created team will work on the creation of cases reported digitally and on facilitating processing cases related to baggage delays, medical visits and short-term hospitalisation. The team will work across the other teams.
Cases that require a little more case management will continue to be handled by the permanent teams, which can draw on the experience and know-how of staff to deal with issues such as telephony, longer hospitalisations and cases requiring medical assessment.
As usual, there is also a dedicated team to organise repatriation, coffin transport and air ambulances.
“By supporting case allocation systemically, we ensure that the task ends up in the right place from the start, which enables us to allocate and prioritise cases based on parameters such as complexity, language and level of action,” says Ola Magnevall.
By supporting case allocation systemically, we ensure that the task ends up in the right place from the start, which enables us to allocate and prioritise cases based on parameters such as complexity, language and level of action
Focus on staffing and training
Recruiting staff has been a challenge for many companies in the post-COVID-19 era. Travelcare’s operations are now fully staffed during the summer period, and a larger number of temporary staff have been recruited than before. Furthermore, a lot of effort has been put into staff training:
“We have both full staffing and more temporary staff than before. Moreover, we have ensured that our employees are equipped and competent to help injured people during a busy summer,” says Karin Tranberg, EVP, Travelcare, SOS International.
Are you travelling and in need of acute assistance?
Contact SOS International's alarm centre on +45 7010 5050.