With shrinking margins, fierce competition and changing customer loyalties, travel and hospitality firms are under intense pressure to deliver exceptional customer interactions while managing costs. Outsourcing strategies can be very effective at reducing price points. But how do you find an outsourcing partner to deliver differentiated, brand-building solutions that result in a competitive edge?

The key question is – will your customers recommend you to others? Consider the experience of a large service provider in the U.S. Key to the client’s success was the likelihood that their end-customers would recommend them to family and friends based on their experience dealing with the company/call center representative. Called the Net Promoter Score (NPS), TELUS International was tasked to drive up this metric by means of a Six Sigma project. After a Voice-of-Customer analysis and action plan to address top negative drivers, the NPS score increased by 13%, exceeding the client’s target and making TELUS the top performing site of all outsourced vendors.

Whether it’s centralizing reservations, providing multi-channel product information, or cross-selling amenities to generate more revenue, the TELUS International group of companies (TELUS International) has the experience and talent to represent your business. As the global arm of a multi-billion dollar, full-service telecommunications provider, TELUS International delivers world-class contact center, IT and business process outsourcing solutions to some of the world’s largest and most respected corporations.


To download the full brochure, click here (TI_Travel_and_Hospitality.pdf)