It’s a brand-new year, and as early as now, people are already planning their vacation days. For some, the opportunity to explore new and unfamiliar territory is limited to just a few times a year. In fact, 23% of American citizens only had an average of 11 days to travel in 2024. 

Customer Service is the Foundation of the Travel and Hospitality Industry

If you’re in the travel and hospitality industry, you know that booking that dream vacation can be daunting. Traveling for work can be even more stressful. Since the opportunity to travel is rare for most people, they expect full control of their itinerary and access to assistance at any point in their journey — including the planning stages. Customer service is the foundation of the travel and hospitality industry, and outsourced customer service can help improve your travel business.  

How Outsourced Customer Service Can Elevate Customer Interactions 

It’s important for guests to receive prompt, personalized assistance to turn their trip into an unforgettable one. For small businesses, one of the smartest ways to improve your focus on customer service is by hiring a dedicated team for it. Instead of the usual small (and expensive) in-house team, outsourced customer service may be the way to go.  

Whether you’re a ticketing agency, airline, hotel chain, touring company, or transportation service, here’s why outsourcing customer service functions can work better for your business: 

  • Availability of Round-the-Clock Support 

Travelers need help at any hour, especially across time zones. Outsourcing customer service ensures 24/7 support, so customers can resolve issues no matter where or when they need assistance. 

  • Personalized Interactions 

Outsourced teams provide tailored service, leveraging customer preferences and advanced tools to ensure every traveler feels valued. Multilingual support further enhances the experience, accommodating diverse clientele and making interactions seamless. 

  • Multi-Channel Support 

Modern travelers expect support across various channels — phone, email, chat, and social media. Outsourced customer service providers offer multi-channel support, allowing customers to reach out through their preferred platforms so they can receive prompt assistance any time. 

  • Proactive Issue Resolution 

Time is critical in the travel industry. Resolving issues in a timely manner is crucial as making guests wait a long time can result in negative reviews. Outsourcing providers have tools in place to identify and quickly resolve potential problems, ensuring a seamless customer experience. From rebooking flights to resolving booking errors, outsourced agents are equipped to handle it all. 

  • Consistent Quality 

Consistency is key to building trust and loyalty. Outsourcing providers maintain high standards of service quality through performance monitoring, continuous improvement, and strict training programs before they can even be deployed. This ensures that your customers receive exceptional service every time they interact with your brand. Being able to respond swiftly to inquiries and having full knowledge about your service as a whole is the cherry on top.  

To sum it all up, outsourced customer service is a smart investment for travel and hospitality companies looking to enhance customer experience, build loyalty, and stay competitive. By leveraging the benefits of outsourcing customer service through an outsourcing partner, you can focus on what you do best — help make amazing and unforgettable travel experiences for your customers. 

Take your customer service to the next level by outsourcing with FGC+ today. Learn how our all-inclusive outsourcing solutions can transform your travel and tourism business at www.fgcplus.com/services.