- Travel & Hospitality
Streamlining Back Office for a Global Travel Services Provider
This client, operating in over 175 countries, needed consistent customer service and back-office support across various travel-related sub-services.
Challenge
- Offer homogeneous service in subservices (Booking TTOO, Bedbank, and DMC).
- Interact with different parties, like hotels, travel agencies, airlines, etc., in multiple languages.
Strategy
- Delivered services in Portuguese, Spanish, and English.
- Selected and hired profiles tailored to specific service scopes:
- Booking DMC: Email-based back-office support.
- Booking Bed Bank: Industry knowledge and bilingual support.
- Booking Tour Operator: Experience in TTOO campaigns.
- Additional roles for general tourism sector support.
Highlights
- Managed diverse subservices with tailored profiles.
- Offered round-the-clock support and managed various booking-related tasks.
- Delivered services through phone and mail channels.
Results
- Streamlined deadlines by expanding services and handling growth 6 months ahead of schedule.
- Efficiently absorbed new tasks and maintained high-performance standards.
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