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It’s 5 AM in Singapore, and for Global Travelways Inc. customers around the world, things could be better. A family of four stares at their phones because their early morning flight to Bali has just been canceled.
Meanwhile, a tour operator in New York watches helplessly as support tickets pile up during peak booking season. And in London, a traveller discovers her hotel reservation is missing—right before a big client meeting. However, for GTI itself—thanks to travel call center outsourcing—these crises are all in a day’s work.
Full disclosure: Global Travelways is a fictional company based on a composite of Enshored customers. However, the scenarios above are more than just hypothetical. They’re the new reality for travel and hospitality businesses—where a single support interaction can make or break customer loyalty.
And with global travel revenue expected to hit $2.77 trillion by 2032, the pressure to deliver great service in the travel and hospitality industry (while still controlling costs) has never been more intense.
Is outsourcing the answer? For forward-thinking travel companies, yes. By partnering with specialized call center service providers like Enshored, businesses can transform their customer experience while reducing operational costs.
As the travel and hospitality industry recovers from pandemic-era disruptions, efficiently scaling support operations is key to survival.
Smart businesses know success depends on finding the right balance between human touch and tech efficiency, and they’re discovering that the right partner can make all the difference.
After all, the demands on travel and hospitality support staff have changed fundamentally. Today’s travelers expect instant help with everything from flight bookings to last-minute itinerary changes, forcing hospitality call center operations to move quickly.
Consider the other challenges facing travel companies today:
It’s no wonder that in-house call center services can’t meet these demands. That’s why more travel agencies and hospitality businesses have been turning to specialized outsourcing partners who understand the unique complexities of travel customer service.
The relationship tends to pay off. Companies that partner with professional travel BPO providers see significant improvements in their service metrics:
For travel and hospitality industry leaders, the question isn’t whether to enhance their support capabilities but how to do so best. Professional center services offer scalable solutions that grow with your organization while maintaining quality across all customer interactions.
Smart outsourcing helps travel companies optimize their resources in ways internal teams can’t.
Backed by technology and comprehensive training, travel call center agents typically handle customer inquiries more efficiently than in-house teams. This efficiency reduces operational costs, but the benefits go further.
Operational Benefits
Professional support teams can provide 24/7 coverage without the complexity of managing multiple shifts or dealing with staffing gaps.
Many hospitality call center services offer multilingual support for international travelers, so communication is clear regardless of time zone or language barriers.
During peak travel seasons, these teams can scale up to meet increased demand and adjust when volumes return to normal.
This flexibility eliminates the need for travel businesses to maintain excess staff year-round.
Customer Experience Improvements
Hospitality call center providers can also work to balance efficiency with personalized service. Their agents undergo extensive training to master complex travel itineraries, airline reservations, and urgent customer issues.
This specialized knowledge allows them to deliver brand-consistent experiences that match a company’s values and standards.
Partnering with professional support providers usually leads to measurable increases in customer satisfaction and client retention. These gains come from faster issue resolution, more accurate information, and an increased ability to maintain high service standards during peak periods.
Finally, it goes without saying that the impact on repeat business is significant—as happy customers become loyal clients who recommend the service to others.
When a travel and hospitality business saw increased demand after pandemic restrictions lifted, they needed more than basic call center services. Their challenge went beyond just adding support staff—they needed a partner who understood the travel industry and could maintain high service standards while scaling fast.
This company partnered with Enshored because of our travel customer service expertise. The results transformed the company’s ability to handle customers—growing from 15 travel call center agents to 400 skilled professionals in 18 months.
The results were impressive across every metric that matters—their new hospitality call center handled 80% of global chat communications and managed 247,000 tickets in 2022 alone.
More importantly, they maintained high-quality standards during this growth, with a 92% customer satisfaction rate for live chat.
These results didn’t just come from technology but a balance of skilled agents, industry-specific training, and advanced center services.
The team’s deep understanding of travel and hospitality business needs allowed them to handle complex customer issues efficiently while maintaining the brand’s service standards.
The client’s recognition of Enshored as their “best-performing partner in the network” tells you everything you need to know about the value of specialized travel BPO services—the right partner really can help your travel company scale.
If you’re considering outsourcing for your travel and hospitality business, start by preparing carefully.
Describe your support patterns, including peak seasons, common customer issues, and critical business hours. This baseline will help potential call center partners understand your unique needs.
Next, evaluate providers based on their experience in the travel and hospitality industry. Look for teams with deep knowledge of travel customer service requirements and proven success with similar clients.
Consider their ability to scale operations during high-demand periods and their approach to agent training. Modern travel call center providers know they need to do more than just book appointments or cancel reservations. They need deep knowledge of industry regulations, booking systems, and customer preferences.
The best hospitality call center providers know this, so they train extensively on handling everything from routine bookings to travel emergencies.
Set clear performance metrics focused on both efficiency and customer satisfaction. The best travel call center partnerships are built on transparent communication and shared goals. Your provider should understand your immediate needs and your long-term objectives.
Looking to 2025 and beyond, travel and hospitality leaders face a harsh reality: 70% of customers will switch companies after one bad experience.
Exceptional service isn’t optional—it’s essential for survival. Outsourcing support, after all, is about more than cutting costs—it’s about gaining a competitive edge. The winners will be those who turn every interaction into a deeper connection.
For ambitious leaders ready to transform their service delivery, Enshored offers the expertise and technology to help them scale confidently—while maintaining the exceptional support their travelers expect. Contact us to get started.
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