Travel and Leisure

In a fast-paced environment like the global online customer service of the travel industry, our client needed to guarantee high quality B2C and B2B customer care.

First and foremost, we have ensured a seamless customer care experience by delivering a professional workforce that guarantees swift delivery, top-notch quality, efficiency, and enhanced productivity. Our dedicated agents provide support to both travel customers and entities, like Hotels, B&B, etc., needing help with our client’s platform.

Thanks to our capabilities in hiring, organizing, training, and developing our people, we have been able to significantly grow our estate every year, and to effectively manage summer peaks, always guaranteeing high quality and high productivity.

In addition, we introduced our innovative digital solution, Dragoman, which empowers agents to communicate effectively in multiple languages. Moreover, our offerings encompass business intelligence services and advanced data analytics. We have assisted in the development of the customer service strategy, complemented by the design and development of a comprehensive suite of dashboards and insightful metrics. These tools grant instant access to coherent real-time data, aiding our operational management in better understanding their performance and optimizing their pursuit of business objectives. Furthermore, we have enhanced the existing data structure, ensuring its adaptability for performance and scalability throughout the organization.

Thanks to our expertise, we have achieved the highest levels of productivity, customer satisfaction, and quality results among all our client’s partners.