MIX & MATCH YOUR SERVICE OPTIONS
We have remained flexible in our approach to service because companies differ in their
structure and culture. Cost control and quality service are key considerations.

FULL SERVICE Potential Benefits Possible Negatives Local Office One-on-one service Local knowledge Agents know client needs More callbacks Expensive in major cities Limited back-up support Reservation Center Rapid telephone response Lower cost More back-up Less personal service Cultural differences Cookie-cutter scripts ON-SITE SERVICE Potential Benefits Possible Negatives Omega Staffed Personalized service Greater client knowledge Best client culture match Can be expensive Very limited back-up Office politics issues Client Staffed Same as above Strong corporate control Same as above but with possible cost and management issues ONLINE BOOKING Potential Benefits Possible Negatives Fulfillment Center Lowest cost Longer hours Ticket fulfillment expertise Increased booking errors Too much employee time Training required Full Service Office Low cost More knowledgeable of client needs Same as above Expert local agents may lack fulfillment expertise