Travel and Leisure Services Outsourcing

While major hotel chains continue to grow their global footprint, they also acquire fragmented reservation centers. Though many believe that ‘localization’ of call centers provides benefits of knowing the native language and culture, the fact is that it translates into a significant increase in cost and also affects service delivery.  Increased infrastructure cost, delays in disaster recovery, longer turnaround times to deploy new technologies and processes, lack of standardization, limited labor pools and inconsistency in service delivery and customer experience are some of the issues that hoteliers could face with de-centralized call centers. Read on to find out what consolidation can do for you.