Key Takeaways:
- Airpaz was handling support across six countries with disconnected tools, and half its inbound calls never reached an agent.
- After switching to Voiso, call abandonment dropped from 50% to 10%.
- Automated call flows now handle routine questions, so agents can spend their time on problems that require a human touch.
The Challenge
Airpaz is a global online travel agency serving customers across Southeast Asia, with core markets including Malaysia, the Philippines, Singapore, Vietnam, Thailand, and Taiwan.
Operating across multiple countries created immediate challenges. Each market required local phone numbers, consistent call quality, and reliable reporting. At the same time, customer support teams relied on several disconnected tools, making it difficult for managers to monitor performance or react quickly when issues arose.
As Wendy Anoir, Chief Product Officer at Airpaz, explained, the priorities were clear:
“The top three priorities for us are: we’re looking for a solution that can provide a good call quality and call reporting systems, and we also need solutions that can help us register new operational numbers for each country very fast.”
Call abandonment was another growing concern. A significant share of inbound calls never reached an agent, frustrating customers and increasing pressure on support teams during peak travel periods.
The Solution
Airpaz implemented Voiso as its central contact center platform, bringing customer support, monitoring, and reporting into a single system.
Instead of switching between tools, managers gained visibility into live operations across all markets. This made it easier to identify issues early and respond quickly, whether the problem was related to call volume, routing, or agent availability.
Voiso’s Flow Builder played a critical role in reducing pressure on agents. Using automated IVR flows, Airpaz handled many routine travel inquiries without involving live support.
“In the travel industry, the customer sometimes calls with many cases,” Wendy noted. “With Voiso Flow Builder features, some of the problems or issues we can provide information they need directly so that they don’t even need the real customer support.”
By deflecting common questions through self-service flows, agents could focus on more complex customer cases that required human attention.
The Results
The impact of the switch to Voiso was immediate and measurable.
Call abandonment dropped from 50% to just 10%, driven by more stable call routing, better call quality, and smarter handling of inbound traffic.
“Since implementing Voiso, I’ve seen a lot of improvement in the call quality for our customer support team,” Wendy said, linking more stable call routing and improved call handling directly to lower abandonment.
Local caller ID also changed customer behavior. By using local numbers in each market, Airpaz increased call answer rates by five times, helping more customers reach support on the first attempt.
Operational costs fell sharply as well. Airpaz reduced monthly call costs by more than 50%, easing margin pressure in a cost-sensitive industry.
At the same time, customer experience improved. Customers reached support faster and received clear information through automated flows when live agents were not required.
The Voiso Difference
Fast number registration was a decisive factor for Airpaz. What previously took months was reduced to days.
“What makes Voiso different is we can easily register new phone numbers very fast,” Wendy said. “It really cut the commercial part from months into days.”
Reliability also proved critical over time. Airpaz has worked with Voiso for three years, relying on the platform as it expanded into new markets and handled higher call volumes.
Wendy highlighted the responsiveness of Voiso’s team, too. Issues were resolved quickly, and product updates continued to roll out as Airpaz’s needs evolved. Rather than forcing platform changes, Voiso adapted alongside the business.
Why Online Travel Agencies Choose Voiso
Online travel agencies manage high call volumes across multiple countries, often with slim margins and seasonal spikes. Trust, local presence, and cost control are essential.
Voiso supports local numbers that customers recognize and are more likely to answer.
The Flow Builder reduces pressure on agents during peak periods by handling routine inquiries automatically. A single platform gives managers visibility across regions, without the need to switch between tools or wait for delayed reports.
For Airpaz, these elements combined led to clear results: lower costs, fewer dropped calls, and happier customers.
Let’s Talk
Airpaz’s story shows what happens when call quality, local presence, and operational visibility come together. The contact center became easier to manage, more cost-effective, and more customer-friendly.
If your online travel agency faces similar challenges, Voiso can help you improve call performance while keeping costs under control. Start the conversation and see what changes for your business.
