Industries › Travel agencies
VOCPhone for Travel agencies
Your client is stranded in an airport. It is 2am here.
Travel is the only retail business where your customers are awake in other timezones, in trouble, and cannot wait until you open. That is the moment your entire value proposition is tested.
Escalates in trip emergencies to your on call consultant
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Escalated · callback in 15 min
Sun 2:00am
Your agency02:00
Office closed, consultants asleepNobody rostered, nobody available.closed
Client stranded, flight cancelledNeeds rebooking now, not Monday.18s40s62s85slost
New booking enquiry, big itineraryComparing agents online tonight.06s14s22s31slost
Nobody answered. One client stranded, one booking lost.
Said out loud in every agency
You have said at least four of these this month
These are the problem of selling availability from a single timezone.
01
Your clients travel while you sleep
Half your client base is in a timezone where your office is closed for their entire working day.
The agent answers every hour, and escalates genuine emergencies immediately.
02
An after hours service is not a solution
A generic answering service takes a name and a number, which is useless to somebody at a rebooking desk.
A complete capture of the disruption, with escalation to your on call consultant.
03
Consultants are on calls all day
Building an itinerary takes an hour on the phone with suppliers. Meanwhile new enquiries ring out.
New enquiries answered and qualified without interrupting a booking in progress.
04
Enquiry calls are long and mostly unqualified
You spend forty minutes on an enquiry that was never going to book, while a serious one goes unanswered.
The agent qualifies destination, dates, budget and party size first.
05
Group and corporate travel gets lost
Your highest value enquiries queue behind somebody pricing a weekend away.
Separate queues, so groups and corporate reach a specialist.
06
Nothing about a booking is written down
Complex itineraries agreed verbally and then reconstructed is where expensive mistakes come from.
Every call recorded, transcribed and summarised against the booking.
Watch one get handled
2:10am. The office is closed. The stranded client is looked after.
This is the call that used to reach an after hours answering service. Here it is answered by a VOCPhone AI phone agent, from what you told it about your agency.
It sounds like it is from here. Genuine Australian accents, calm and reassuring, not a call centre.
It knows your process and on call roster. Who to escalate to, when, and what constitutes an emergency.
It captures a complete disruption record. Booking reference, location, what has happened and what is needed.
It escalates properly. A stranded or unwell client reaches your on call consultant immediately, with the detail gathered.
VPVOCPhone AI Agent Inbound · 00:53LIVE
AgentYou have called Meridian Travel. How can I help you?
ClientMy connecting flight in Singapore has been cancelled and I am stuck. I do not know what to do.
AgentI am sorry, that is stressful. I will get one of our consultants onto this straight away. Can I take your booking reference or your full name?
ClientIt is Alan Reddy. I think the reference is MTQ four four nine.
AgentThank you Alan. Are you safe and inside the terminal, and has the airline offered you anything?
ClientYes I am in the terminal. They said to come back in the morning.
AgentUnderstood. I am escalating to our on call consultant now with your reference and the situation. She will call you on this number within fifteen minutes, and I have texted you her direct number.
What happened at ten past two in the morning
- Answered immediately instead of reaching an answering machine
- Booking reference and location captured before escalating
- Client's safety and the airline's response established
- On call consultant paged with the full picture, callback committed
The number nobody tracks
You are paid for the moment it goes wrong, and that is when you are closed
Clients do not use a travel agent for the booking. They use one for the disruption. If the phone is not answered during a disruption, you have failed at the only thing you were hired for.
1Disruptions happen in other timezones. Cancellations, missed connections and medical problems occur while Australia is asleep.
2The whole value proposition is availability. A client can book online themselves. What they cannot do online is get a person at 2am.
3Referrals live or die on one bad night. How you handled one stranded client determines whether their whole network uses you.
Relationships at risk, per weekIllustrative. Put your own numbers in.
Calls per week140
Answered by consultants88
Rang out or abandoned52
Share that were urgent or in tripx 0.30
Urgent traveller calls that reached nobody16
Lifetime value of a client$6,400
Lost per week$102,400
Lost per yearPlus bookings never answered
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. One badly handled disruption can cost an entire referral network.
One number, every timezone
An in trip emergency should never queue behind a quote request
Publish one number. Behind it, in trip emergencies escalate immediately, new enquiries get qualified, and corporate and group travel reaches a specialist.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Booking season and disruption season are both summer
Travel call volume peaks over the Australian summer, when leisure booking enquiries and in trip disruptions arrive at the same time, and half of them arrive overnight.
An AI agent covers every hour. New enquiries qualified during the day, disruptions escalated properly overnight, and the availability you actually sell finally delivered.
Inbound calls across a travel yearshape, not scale
What your consultants can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian leisure travel. Corporate agencies differ.
It plugs into what you already run
Your phone should know which itinerary is calling
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with a client attached to it rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The caller's name, their history and their open booking appear as it rings, so you open with their name instead of asking who is calling.
Click to call from the record
Ring a client straight from your booking or CRM system without typing a number, and every call logs itself against the right file.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 people is included when a call needs faces.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions travel agencies ask us first
Can it handle a genuine in trip emergency?
It handles the first ninety seconds correctly, which is what matters. It answers immediately, establishes whether the client is safe, captures the booking reference and the situation, and escalates to your on call consultant with the full picture.
It does not attempt to rebook flights or make judgement calls. It makes sure a human with authority is on the phone fast, and that they are not starting from nothing.
How is this different from an after hours answering service?
An answering service takes a name and a number. Your consultant rings back and starts from scratch, wasting the most critical minutes.
The agent captures a complete structured record, checks safety first, texts the client a direct number, and pages the right person. It also handles the calls that are not emergencies, so your on call consultant is not woken for a baggage allowance question.
Can it qualify new enquiries?
Yes, and agencies often value this as much as the after hours cover. It establishes destination, dates, party size and budget range before a consultant is involved.
Your consultants then spend their time on enquiries likely to book, rather than forty minute conversations that were never going anywhere.
What happens when the AI cannot help?
It hands over, and you decide where. Any rebooking, any refund, and anything involving a client's safety can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on your itineraries, your website and your directory listings stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app works over 4G and 5G, so your people answer on their handsets while a site connection is down, and flows can divert to mobiles automatically.
We also supply NBN, so the connection and the phone system can come from one provider on one bill. When it is all ours, there is nobody to point at.
Voice over Cloud
Be reachable at 2am, because that is what they are paying for
Book fifteen minutes. Show us how after hours calls reach you today, and we will show you the version that looks after a stranded client properly.
1300 663 222 · vocphone.com · Australian owned and operated