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Go4customer Blog

Travel and Hospitality Industry Leveraging BPO Services


In this fast-paced global economy, the foremost objective of every firm is to create more value while maximizing sales and revenue. Transactional cost and value chain framework are the two key management structures that enable businesses to develop insights and achieve maximum customer satisfaction.

The role of outsourcing in the global travel & hospitality sector is witnessing continuous growth as the industry operators are thriving to offer best-in-class services to lure more customers. The business process outsourcing services units helps car rental agencies and tour operators to deliver services at economical prices to retain their customers for longer run as well as gain competitiveness in the marketplace.

Let’s take a quick glance at various factors that have made BPO services popular among travel, tourism & hospitality sector

The third party service providers offer customized and comprehensive solutions that enable travel and hospitality firms not only improve operational efficiency but also achieve greater customer satisfaction and timely delivery of services at cost effective prices.

Furthermore, industry experts believe that by delivering prompt services, call centers help make their clients’ market position stronger and strengthen their social media presence in the global arena. This further promotes sustained customer relationships and enterprise-grade mobility solutions with both existing and prospective customers.

A latest study conducted by one of the leading research houses, WNS (Holdings) Limited, throws light on the current state of hospitality industry. The report illustrates that the current state of airlines, hotels, and car rental companies showcases a bleak performance. This is mainly attributable to below mentioned factors:

1. Increase in the financing cost

2. Considerable debt

3. Intense competition due to declining prices

4. Decrease in disposition or acquisition of cars via repurchase & guaranteed depreciation programs

5. Changing governmental regulations and environmental laws increasing the compliance costs

6. Increasing dependency on asset backed financing

All the above mentioned factors have created a symbiotic relationship between the travel & hospitality industry with contact centers. Because of this relationship, the industry is able to survive in this tumultuous time. In particular, call centers in India are known to deliver simple and fast solutions, which helps clients to rapidly trim-down their overhead costs, survive economic downturns, and help companies to expand by ascertaining sustainable future growth.

Leveraging BPO solutions is mainly valuable for enterprises in the car rental and hospitality industries as capital outlays in these domains are significantly variable, changing according to the economic conditions of a country. Hence, partnering with a reliable service vendor to deliver non-core office processes can significantly reduce costs while increasing accountability as well as transforming legacy processes to streamline functions.

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