The travel industry faces numerous challenges in today’s fast-paced and highly competitive market. Among these challenges is the need to provide a seamless, personalized customer experience across multiple channels, as customers increasingly book their travel online. Additionally, there is a growing need for more efficient and cost-effective ways to manage large amounts of data and keep up with changing travel regulations.
Outsourcing non-core business functions, such as customer service and data management, can help online travel companies address these challenges by providing access to the latest technology and a highly skilled workforce. This can improve the speed and accuracy of data analysis and enhance customer experience.
Expedia outsourced a portion of its customer service operations to a third-party BPO provider to improve service levels and scalability. The provider helped Expedia to enhance its customer experience by offering 24/7 support and handling a wide range of customer queries and complaints. Additionally, the provider’s expertise in customer service helped to improve overall customer satisfaction for the company.
Skyscanner outsourced its office-based call center operations to a third-party provider to enhance efficiency and customer service. The company reported an increase in customer satisfaction, improved agent productivity, and cost savings as a result of the outsourcing partnership.