Case Study: Online Travel Agency Improves Customer Satisfaction and Cuts Attrition with Teleperformance Work-at-Home Solution

Online Travel Agency Implements Work-at-Home Program, Improves Customer Satisfaction and Attrition

Teleperformance worked with an Online Travel Agency, a global online travel technology company serving more than 800 corporate accounts in the U.S. The customer struggled with complex travel support requirements, needing agents experienced with multiple global distribution systems and corporate travel services, while also facing high turnover, long training cycles, and customer satisfaction challenges.

Teleperformance implemented its Work-at-Home Solution for customer care, back-office, and fraud prevention support across voice, email, chat, and IVR, supported by workforce management, cloud solutions, and security controls. Teleperformance recruited experienced travel talent nationwide and launched a 100-agent pilot before scaling to 300+ agents, achieving 100% of the client’s CSAT goal, about 1% attrition, about 1% shrinkage, and a smoother transition with a stronger, more experienced team.