Travel, Tourism, & Hospitality
Outsourcing
Arrange the ultimate adventures for your clients so they can relax, unwind, and have
the best time through our travel and tourism outsourcing solutions.
Start Your Business' Journey to Success with Outsourced Customer Care and Support Services
Outsourcing customer care and other services for businesses in travel and tourism helps companies improve operational efficiency, ensure timely delivery of services, and achieve high customer satisfaction ratings and retention. The travel and tourism industry continues to grow and evolve, with more options than ever available and ways to shop and book your travel being highly competitive. With new growth opportunities comes fierce competition, with pricing wars and discount coupons disrupting traditional profit streams. Call centre outsourcing in the travel sector can be transformative for businesses needing to reduce overhead, enhance multi-channel marketing and customer communications, and grow customer loyalty.
The highly skilled, college-educated call centre agents at Select VoiceCom offer expert support for various service needs for your travel and hospitality business, including:
- Booking rooms, flights, tours, concert tickets, and other travel reservations
- 24/7 customer support via phone, chat, or video
- Managing cancellations, last-minute itinerary changes, and travel emergencies
- Personalised customer care to travelers during, before, and after their trip so everyone feels treated like a VIP
- Customer billing
- Data management
Outsourced Travel, Tourism, and Hospitality Support Services
According to the World Travel and Tourism Council (WTTC), as of 2024, the global travel and tourism sector supports approximately 348 million jobs worldwide. The tourism sector accounted for 9.1% of the global economy in 2023, representing a solid rebound from the impact that the Covid-19 pandemic had on the industry. Many jobs exist within travel-focused businesses and within the BPO call centres they partner with to augment their teams.
The travel and hospitality industry is under immense pressure to provide excellent customer service while containing costs. Outsourcing travel services to a world-class third-party agency like Select VoiceCom provides a cost-effective means of serving a high volume of customers without overburdening internal staff.
Let’s explore some of the work the travel industry outsources to third-party service providers like Select VoiceCom.
Hotel Reservations
Hotels and online travel agencies (OTAs) often outsource reservation requests to contact centres. Most airlines and third-party travel companies also partner with hotel booking sites to allow customers to reserve their flights and make hotel reservations in a single call or online visit. At Select VoiceCom, our friendly agents can assist customers with hotel and flight reservations, cancellations, modifications, rewards questions, and more. We service the entire hospitality industry, including the homestay and vacation rental sector.
Itinerary Modifications
Our call centre agents will reschedule a traveler’s flight to the next available date, make seating changes, or edit information for special-needs passengers. Modifications may include transportation arrangements from the airport to the hotel and car rental arrangements.
Outsourcing Travel Management
Some travel agencies prefer to use their in-house staff and resources to focus on serving preferred or repeat customers, such as VIP ticket-buyers and loyalty programme members. These travel businesses save on costs by outsourcing customer support for all other customers. Outsourcing travel management has become an increasingly commonplace strategy for improving customer retention and conversion while reducing expenses.
Prompt 24/7 Customer Support
Outsourcing travel agency services provides many advantages, including around-the-clock consolidated customer support. We can answer customer enquiries in real-time via multiple channels, including phone, web chat, SMS, and email. Select VoiceCom answers customer questions professionally and with courtesy. We provide accurate and timely support by accessing a customer’s complete itinerary. As part of our security standards, we have a strict verification process in place to prevent fraudulent calls. Regardless of time zone, travelers can rely on us for prompt and accurate responses.
Benefits of Outsourcing Travel, Tourism, & Hospitality Support Services
Most travel industry businesses outsource as a cost-cutting tool. Companies save immensely on costs associated with expanding an internal support department, such as recruiting, training, payroll, benefits, and turnover.
Beyond the cost-saving initiatives, companies can better meet traveler’s evolving expectations. Companies must adapt to customer preferences, values, and expectations, which vary significantly between key traveler demographics.
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.png "Successful employees wearing headsets at Select VoiceCom providing travel, tourism & hospitality outsourcing")
Another pertinent factor is personalization. Think of the retail giant Amazon, which makes recommendations based on customer search and purchase history. More travel agencies are following a similar business model. Select VoiceCom can do the same and suggest add-on packages or other upsells based on previous customer bookings. This approach has become a proven strategy; one survey revealed that 60% of customers found personalised offers to be “very important to winning their business.”
Invest in Outsourcing Today
Select VoiceCom is a PCI DSS-certified call centre proudly serving the travel and hospitality industries. Based in the Philippines, we serve an international client base. You can assign noncore support responsibilities to our capable staff, allowing internal employees to focus on where it matters most. Our dedicated, personable call centre agents are trained and ready to manage any travel industry needs, including airline booking, car reservations, entertainment booking, hotel reservations, and much more.
Our customer service skills are top-notch, built on industry best practices and decades of experience. Contact us today to learn how we can help your business.
