Travel Technology Case Study

Ensuring Seamless Hospitality Support During Growth

When a global hospitality company faced a surge in guest calls during a major operational transition, Working Solutions stepped in to stabilize service, scale staffing, and maintain first-class customer experiences. 
21%

Resolution Speed Increased

14%

Conversion Rate Achieved 

 

14K+

Additional Calls Supported Quarterly 

 

The Challenge: Handling Surging Guest Demand Amid Transition

As the hospitality brand transitioned its internal call centers, guest interactions soared — stretching resources thin and impacting call quality. The client needed a partner who could handle the influx across multiple property tiers while preserving brand reputation and ensuring smooth guest experiences. 

Customer stands in the middle of an airport terminal with her phone, passport, and smartphone needing customer support

The Solution: Flexible Outsourced Support Built for Hospitality

Working Solutions quickly deployed a trained hospitality workforce to manage call volume, support property-level service needs, and ensure business continuity. 


Key outcomes included: 

  • Seamless integration with property systems and guest-service workflows 
  • Agile staffing to meet tiered service levels 
  • Consistent performance improvements in average handle time (AHT) and quality 
  • Phased transition from internal teams without service disruption 

The Results: Improved Efficiency and Guest Satisfaction

The results highlight measurable operational success and elevated guest experience metrics: 

  • 21% improvement in resolution speed and overall call handling efficiency
  • Over 14,000 calls managed quarterly during transition, ensuring consistent service levels
  • Achieved a 14% conversion rate—showcasing agent adaptability, effective coaching, and disciplined sales process execution
Happy customer service agent expertly provides care to customers in need

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

“For us to be successful, we need engaged partners who hold the same values that we do. Working Solutions hits all those check points. They have been extremely flexible during our relationship and are a true extension of our workforce. We value their partnership, and they are a great influence in our success.”
Sr. Director, Call Center and Operations

Travel Technology Client

"Working Solutions became a true extension of our team. Their flexibility, responsiveness, and consistent quality made scaling seamless and guest satisfaction effortless."
Program Manager

Travel Technology Client

Ready to transform your
customer experience?

The Working Solutions Advantage

Matchless Client Service 
We provide seamless, high-touch support that adapts to seasonal and market shifts. 

Unparalleled Customer Support 
Our agents are trained in hospitality-specific soft skills and system fluency, delivering concierge-level experiences at scale. 

World-Class Communication 
We stay connected and agile, ensuring uninterrupted service through transitions and peak demand periods. 

Speak to an Expert
Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.