About Flying Carpet
Flying Carpet is one of Israel’s best-known travel companies, with decades of experience helping Israelis plan vacations abroad. The company offers vacation packages, flights, organized tours, and holiday villages across dozens of destinations, from Greece and Cyprus to Dubai, Prague, and Budapest.
A defining part of Flying Carpet’s service is its national reservations center. Customers who prefer not to book online can plan and book an entire vacation over the phone at no additional cost, speaking with a team of travel experts who guide them through every detail. For Flying Carpet, the phone is not a secondary channel but one of the main ways customers buy from the company. For more than 10 years, VoiceSpin has been the technology partner behind the calls that connect Flying Carpet with its customers.
The Challenge
With so much of the business running through the phone, Flying Carpet needed a telephony infrastructure that could support both its sales department and its customer support team at scale. Travel demand in Israel rises sharply ahead of holidays and summer, which means call volumes can change quickly and the system has to stay reliable during the busiest periods of the year.
The company also needed better visibility into its calls. Managers wanted a clear picture of what happened after every conversation, so they could monitor service quality, understand team performance, and make informed decisions about how the reservations center operates.
The Solution
VoiceSpin activated a Cloud PBX and a call center solution for Flying Carpet more than a decade ago, set up to serve both the sales and customer support departments. Incoming calls are routed to the right team, so customers looking to book a vacation reach the sales reps, while existing customers with questions about their bookings reach the support team.
After every call, the relevant call information is collected automatically in the PBX. This gives Flying Carpet’s managers a complete record of their call activity in one place, which they can use to review conversations, track performance, and identify where the service can improve.
The Results
A partnership of more than 10 years. Flying Carpet has worked with VoiceSpin for over 10 years now, through all the ups & downs of the travel industry – which shows just how reliable our platform is.
280,000 call minutes every month. The sales & support teams now handle around 280,000 call minutes every month on VoiceSpin’s platform, all supported by a system built to keep up with seasonal peaks.
Improved call center quality. With structured routing and full visibility into call data, Flying Carpet has improved the quality of its call center operation, helping its reps deliver the personal, professional service the company is known for.
Post-call data in one place. Because call information is collected in the PBX after every conversation, managers no longer have to piece together what happened on the phone. They have the data they need to coach teams and refine processes.
Looking Ahead
For a travel company that sells so much of its product over the phone, a reliable and transparent call center is at the heart of the customer experience. After more than 10 years of working together, Flying Carpet has the foundation to keep growing its reservations center while maintaining the level of service its customers expect.
About VoiceSpin
VoiceSpin provides AI-powered contact center solutions for sales and customer support teams. The platform brings together cloud telephony, omnichannel communication, and AI tools including an AI Dialer, an AI Voice Bot, an AI Chatbot, and the AI Speech Analyzer, all of which integrate with the CRM systems teams already use.
Companies across Israel and beyond rely on VoiceSpin to handle their customer conversations at scale, from growing sales teams to enterprise contact centers. To see how VoiceSpin can support your operation, book a demo.
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