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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