Travel & Hospitality Case Study
A leading waterpark resort chain partnered with Outsource Consultants to stabilize an overwhelmed call center and improve the performance of its customer experience operations.
The results: 43% CX cost reduction and $330M revenue growth.
Results
- 43%
- Cost Reduction
- $330M
- Revenue Growth
- $10.4M
- Total Savings
- $2M
- First-Year Savings
Client:
Hospitality / Resort Operator
Industry:
Travel & Hospitality
Deliverables:
The Challenge
Prior to working with OC, the client’s in-house call center was overwhelmed. Attrition was increasing, and 30% of guest calls were going unanswered, exposing gaps during seasonal demand.
The Approach
Outsource Consultants deployed a nearshore strategy in Belize and Jamaica, built for scale, retention, and hospitality fluency, with Belize serving as the primary hub.
A pilot team trained on bookings and resort care launched within weeks and expanded from 30 to more than 200 agents.
The Outcome
The expanded team stabilized service and recaptured lost revenue.
Revenue increased from $470M to $800M over four years, representing $330M in growth.
Performance improvements included call abandonment held below KPI goals, attrition below 1.5%, and monthly revenue exceeding targets by 5–7%.
The engagement delivered a 43% cost reduction and $10.4M in total savings, including $2M in first-year savings.
Results:
- 43% cost reduction
- $330M revenue growth
- $10.4M total savings
- $2M first-year savings
FAQs
- How do I know if nearshore is the right model for my CX operation?
Nearshore works well when you need a balance of cost efficiency, language alignment, and cultural fit. The right decision depends on your customer base, volume variability, and service expectations.
- 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 long until we see results?
Most clients see impact within 60–90 days. Ramp and stabilization depend on scope, but our launch playbook keeps timelines on track.
- How is performance managed and improved?
We act as your performance translator and expert, aligning expectations, supporting the cadence you need, and keeping both sides clear, informed, and working smoothly together.
Through structured, data-driven touchpoints, we guide and facilitate interactions with the BPO, stepping in when results don’t meet expectations. Our goal is to strengthen a long-term, strategic partnership that supports your needs today and aligns with where your company is headed.
