Case Study | English HUB × Global Travel Industry Company

24/7 Claims & Assistance Support – From Startup to Scale.

First-Time Outsourcing to 25 FTEs Across 7 Channels.

THE SOLUTION

Start Small. Build Right. Scale with Confidence.

transcosmos designed a phased approach - starting with just 5 agents to prove the model, then scaling steadily to 25 FTEs as operational confidence grew. From day one, we focused on building the infrastructure that didn't yet exist: training programs, documented processes, service level standards, and full multi-channel capability across 7 channels.

  • Phased rollout from 5 agents to 25 FTEs—expanding scope at each stage
  • Established formal training programs and operational best practices from scratch
  • Built full multi-channel support across 7 channels
  • Delivered 24/7 global coverage for travelers worldwide

THE RESULTS

From Zero to Scalable. From Internal to Global.

  • Successful transition

    from fully internal to scalable BPO operations

  • 5 → 25 FTEs

    scaled through a phased approach with expanding scope

  • Consistent service levels

    and operational best practices established

  • 24/7 global coverage

    supporting travelers across all markets

WHY transcosmos?

The Right Partner for First-Time Outsourcers.

  • Willingness to start small with uncertain growth potential
  • Proven ability to scale with sustainable performance
  • Expertise to establish best practices and operational efficiencies from the ground up
  • Trusted partner for building customer support infrastructure from scratch

Taking Your First Step into Outsourcing? We'll Build It With You.

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FAQ

Q1: What specific operational scalability has been achieved through the transcosmos English HUB?

A1: The project demonstrated exceptional scalability, successfully transitioning from a small-scale pilot of 5 agents to a robust dedicated team of over 25 FTEs. Furthermore, we have a proven track record of scaling operations to over 100 agents. This growth allowed the client to move from localized internal operations to a scalable BPO framework capable of supporting customers across 7 different communication channels.

Q2: How does the English HUB address the challenges of managing 24/7 global operations?

A2: The English HUB provides comprehensive round-the-clock coverage, ensuring seamless assistance for a global audience 24/7/365. By centralizing support, we overcome common operational hurdles such as a lack of formal training, undocumented practices, and high labor costs associated with utilizing specialized internal resources for routine support tasks.

Q3: How does transcosmos ensure service quality during the initial transition to BPO?

A3: We utilize a structured documentation-first approach. By developing comprehensive Standard Operating Procedures (SOPs) and implementing a phased training program, we ensure that your brand's unique service standards are preserved and enhanced throughout the operational migration.

Q4: Can your support model accommodate fluctuations caused by seasonality or specific events?

A4: Yes. Our infrastructure is engineered for agility. We specialize in a "Startup to Scale" strategy, enabling us to rapidly expand from a small core team to a large-scale operation in alignment with business growth, seasonal peaks, or sudden surges in demand.