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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