Travel Case Study
A global luxury cruise company partnered with Outsource Consultants to stabilize seasonal service demand and simplify its customer support operation without sacrificing service quality.
The results: A 75% first-year contact center cost reduction, $4.2M in immediate savings, and measurable improvements in speed and ease of service.
Results
- 75%
- First-Year Cost Reduction
- $4.2M
- First-Year Savings
- 100
- Agents Live 90 Days
- 80s
- Reduction in Average Handle Time
The Challenge
A luxury cruise company experienced seasonal spikes in contact volume alongside rising contact center costs. They needed a more cost-effective support model that could handle peak demand without degrading service speed or ease for customers preparing for upcoming cruises.
The objective was to identify an offshore partner capable of supporting high-touch travel interactions while maintaining service performance expectations.
The Approach
Outsource Consultants sourced and vetted a Philippines-based provider with experience supporting high-touch travel programs. The engagement focused on standing up an offshore team to deliver inbound customer service and technical support for pre-cruise preparation.
Within 90 days, a 100-seat team was fully operational. The outsourced model enabled 24/7 multilingual coverage aligned with the client’s service needs.
The Outcome
The engagement resulted in a 75% contact center cost reduction in the first year, generating $4.2M in savings. Performance benchmarks were exceeded shortly after launch.
Customer Effort Score targets were surpassed within 60 days, and average handle time improved by 80 seconds per call. Based on sustained performance, the partnership continued, resulting in $12.5M in total cost savings over three years.
Results:
- 75% first-year cost reduction
- $4.2M first-year savings
- 100 agents live in 90 days
- $12.5M total savings over three years
FAQs
- How do I know an offshore model won’t hurt service quality?
This case shows that cost reduction and performance improvement are not mutually exclusive. The partner was selected specifically for high-touch travel experience, and performance was measured against speed and ease-of-service benchmarks from day one. Partner selection and launch discipline matter more than geography.
- How quickly can a program like this realistically go live?
In this engagement, the team was fully operational within 90 days. Actual timelines depend on scope, complexity, and readiness, but structured sourcing and launch governance are key to avoiding delays.
- What internal lift is required?
Minimal. You share your goals, systems, and content then we handle the rest. Need help with QA, scripts, or reporting? We’ve got you covered.
- How quickly would I need to make decisions if we explored this further?
There is no obligation to move fast. The strategy call is designed to give clarity on options, sequencing, and timing so you can decide whether action now, later, or not at all makes sense.
