Luxury Travel Company Case Study

How Working Solutions Scaled Luxury-Travel Support to 97% Adherence

On-demand CX experts delivered adherence, lower wait times and consistent VIP-level care—without adding internal headcount. 
Speak to an Expert

Interested in Delivering Luxury-Level Customer Service at Scale?

Whether you're a luxury travel brand or a company looking to outsource travel customer support during peak season, Working Solutions offers proven, scalable talent solutions. Our luxury travel customer service experts help you elevate guest experiences, maintain quality at scale and reduce internal strain.

Let’s build something unforgettable — just like your customers’ journeys.

Speak to an expert today →

Delivering World-Class Customer Experiences for a Luxury Travel Brand

When a renowned luxury-travel company needed to scale customer service without compromising quality, it turned to Working Solutions. Through agile staffing, industry-trained agents and metrics-driven operations, Working Solutions helped this client elevate customer satisfaction, reduce wait times and maintain best-in-class quality scores—even during seasonal surges.

98%
CSAT Score
97%
Schedule Adherence
7%
Attrition
91%
Average QA Score 
<10%
Transfers Back to Client

A Century-Old, Luxury-Travel Company Built on Service Excellence

Our client, a nearly century-old, family-owned provider of luxury travel, offers curated land journeys and cruises across 70+ countries. With a reputation built on exceptional service, the company consistently ranked on Travel + Leisure’s “World’s Best” list for 25 consecutive years.

Each interaction—from trip changes to complex travel associate (TA) inquiries—required superb service. As the business grew, staffing challenges made it difficult to meet service-level expectations, especially during peak seasons.

The Challenge 

Meeting Rising CX Expectations Amid Staffing Shortages 

Before partnering with Working Solutions, the client faced: 

  • Seasonal spikes and staffing shortages strained service levels 
  • Rising expectations from VIP and senior travelers 
  • Wait times and abandonment creeping upward 
  • Internal teams overextended 
The brand needed a fast, low-friction way to scale service without sacrificing quality. 
Scrabble blocks with person icons painted on them, one is separated from the rest

The Solution

Flexible, On-Demand Travel Experts Ready to Serve 

Working Solutions assembled a team of 36 experienced travel professionals (PROs) — trained brand ambassadors passionate about delivering premium service. Agents supported: 

  • Rapid talent deployment aligned to luxury travel standards 
  • Queue coverage across reservations, loyalty, and concierge 
  • Training tailored for VIP and senior traveler needs 
  • KPI focus on adherence, wait times and QA consistency 

Within weeks, guests experienced faster, friendlier service and the brand regained operational control.

Writing down notes in a notebook with phone in hand and a map on the table

Key Features of the Solution

Simple, Fast Ramp-Up

Stand up trained teams in weeks, not months.

Agents Aligned to Your Brand

Hospitality-caliber tone, empathy and polish.

High-Accuracy Scheduling

Coverage by channel and strict adherence discipline.

Implementation: Fast, Streamlined Ramp-Up Across 8 Agent Waves

The client prioritized a quick and seamless onboarding process. Working Solutions delivered: 

  • Structured training and quality control processes by wave (8 waves total).
  • Master classes on pre/post-travel policies, accuracy, and guest engagement.
  • Weekly performance reviews and shadow sessions to fine-tune delivery.

From day one, leaders saw clear visibility and control.

Exuberant educator runs through list of priorities with Working Solutions PRO

Scalability in Action: How We Covered the Client’s 100-Year Celebration

Working Solutions proved invaluable during the client’s 100-Year Anniversary trip, covering all operational hours and ensuring guests received uninterrupted service. Additionally, Working Solutions staffed weekends and navigated seasonal surges without impacting CX quality.

Three balloons spell out the number 100 in a celebratory gold style

Ongoing Partnership: Trusted Support Backed by Weekly Optimization

Weekly meetings and open communication helped foster a trusted partnership. The client consistently praises Working Solutions for:

  • Exceptional PRO agent performance
  • Deep understanding of brand standards
  • Flexibility that supports both planned and unplanned team absences
Working Solutions PRO answers calls enthusiastically in a fun working environment

Flexible Staffing That Frees Internal Teams and Maintains Excellence 

“Working Solutions helps us to handle more calls during peak times and reduce our customer wait times with the additional staff.”
Logomark_SeaSerpent-01-2
Luxury-Travel Partner
“Working Solutions has helped with improved wait times and abandon rates and has allowed our team to focus more on potential booking calls.”
Logomark_SeaSerpent-01-2
Luxury-Travel Partner
“Working Solutions is collaborative and helpful; they work hard to rectify learning opportunities and service gaps.”
Logomark_SeaSerpent-01-2
Luxury-Travel Partner

Discover the Difference
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.