Case Study
Elevating the Customer Service experience in the European Tourism sector.
Client
Leading company in the Tourism sector, with a strong presence in the European market and high demand for reservation management, information, and after-sales support in multiple languages.
The organization needed to strengthen its customer service model to ensure a consistent and high-quality experience across different countries.
Challenges
Ensure efficient multilingual support and conversion-oriented in key European markets.
The company required an international Contact Center to serve its customers across Europe, with the aim of:
- Offering multilingual customer service in the French, Spanish, German, and Portuguese markets.
- Comprehensively managing reservations, information requests, assistance, and complaints.
- Serving both B2B and B2C clients.
- Supporting a high volume of contacts while maintaining high standards of quality and service level.
- Improving the conversion rate in managing reservation-oriented calls.
Strategic Solutions
Implementation of an international Contact Center specialized in tourism.
A specific operating model for the tourism sector was designed and implemented, focused on commercial efficiency and excellence in customer experience:
- International inbound call service.
- Outbound call service focused on sales.
- Complete back office management.
- B2B and B2C support through multiple channels: phone, email, web form, and social media.
- Comprehensive management of reservations, information requests, and complaints.
- Team of over 100 specialized agents in the tourism sector.
- Native speakers in 5 languages, ensuring fluid and culturally adapted communication.
- Continuous training program to ensure constant updates on processes and products.
- Integration with the client's internal systems to optimize management times and traceability.
Results
Exceeded commercial and operational objectives in the first period of operation.
The implementation of the new model allowed for achieving and exceeding the main performance indicators:
- Conversion rate of 27.80%, surpassing the initial target of 20%.
- Service level of 91.4%, ensuring agile and efficient service.
- Average productivity of 10.1 calls managed for reservations.
- Quality index of 87%, above the established target of 80%.
These results consolidated a highly efficient service model, oriented towards commercial results and continuous improvement of the customer experience.
Impact
The implementation of a specialized international Contact Center allowed this tourism sector company to strengthen its position in the European market, improve its conversion rates, and offer a high-quality multilingual experience.
The project demonstrates how an operational model adapted to the sector and supported by specialized talent can generate direct impact on both commercial results and customer satisfaction.
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The most prestigious national and international awards in the Contact Center sector
Platinum Awards 2025
First Prize: Best Contact Center 2025
Platinum Awards 2025
First Prize: Best Customer Experience 2025
Ecccsa Awards 2025
Silver Award: Best Employee Experience 2025
Ecccsa Awards 2024
Bronze Award: Most Effective Strategic Transformation Performance 2024
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