The background.
A leading high-growth business travel tech company in North America was expanding rapidly after the pandemic. The client unveiled a new brand and several product lines, which further increased member support requirements and operational complexity. The client needed to diversify its BPO strategy with an agile partner to ensure white-glove service delivery was provided across all transaction types: booking accommodations, cancellations, group contracts, refunds, billing, Amadeus GDS, and urgent travel disruption support.
The solution.
Far beyond traditional cost-centric outsourcing, Transcom proactively designed a performance-driven partnership model aligned to the client’s service goals. Transcom launched a pilot team of 20, which eventually grew to 250 FTE in 16 months across two geographies.
As headcount swelled, Transcom launched a new, cost-effective location in Jaipur, India to diversify the Philippines, become a center of excellence for multiple lines of business, and reduce labor arbitrage costs by ~1M+ annually.
The results.
What began as a conservative pilot evolved into a comprehensive, global operation at scale. Within 18 months, Transcom delivered measurable successes, including:
Rapid expansion.
- Rapid scale: We grew our team from 20 to 250 agents across the Philippines and India to match emerging needs.
- Service depth: Transcom smoothly expanded to 6 lines of business: Amadeus GDS, Tier 1 and 2 member support, Collections, Claims & Disputes, Accounting, and Group Bookings.
- Employee experience: The team maintained healthy attrition at approximately 5%.
CX transformation initiatives.
- Quality assurance & CSAT standardization: Transcom proactively identified the lack of a QA grid that identifies any deviations from procedures, policies, or guidelines, as well as sanctions that will match the focus on customer experience. With this, Transcom built a unified guideline applicable across all lines of business. This standardization aligned QA attributes directly with CSAT drivers. As a result, the team hit both QA & CSAT targets within just one month of implementation.
- CSAT & survey logic optimization: The Transcom team piloted a new “closing spiel” and recommended a reconfiguration of the survey algorithm to exclude certain calls that did not qualify for review. The strategy tripled the survey response rate (increasing from 4% to 12%) and was subsequently adopted across all of Engine’s BPO partners.
- Operational intelligence & routing correction: Through proactive data analysis during the India launch, the team identified volume and skilling imbalances that were affecting productivity. Transcom flagged this to Engine leadership, leading to the discovery of a system-wide routing glitch. The resulting fix immediately restored volume flow and maximized team productivity.
- GDS validation & talent profile optimization: Transcom refined the "Ideal Agent Profile" based on top-performer analysis to prioritize negotiation skills, resilience, and commitment over generic customer service traits. Operations validation assessments were upgraded to include specific GDS technical questions, ensuring higher technical proficiency and soft-skill readiness at the hiring stage.
Client testimony: VP of Customer Experience & Operations:
“The first 12 months of the partnership have been amazing. Transcom’s dedication, collaboration, and consistent performance have been really impressive… Thank you for all that you do, day in and day out.”
