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Travel, Logistics and Hospitality

Helping leading travel, leisure and logistics firms to achieve operational efficiency and best-in-class customer service

Powered by technology and driven by a passion for interactions, Teleperformance represents travel, logistics, hospitality and transportation companies for effective Customer Management for decades. We have the knowledge and experience to understand key challenges of the industry and client’s business to design effective collaborative solutions.

Teleperformance as a global leader in customer experience outsourcing offers customized solutions and service delivery framework to exceed customer expectation and optimize operational costs.

Teleperformance represent a wide range of travel management companies (TMCs) and online travel agencies (OTAs), airlines, cruise lines, corporate travel companies, hotels, third-party logistics (3PL or TPL), food & drinks, transport and shipping companies to deliver omnichannel customer experience.

How we do it?

Operational rigor for faster shipments and more flexibility

Customer focus and increased transparency

Tailored strategies aligned with clients’ people, goals and processes

Digital transformation and automation to save time and cost

Go Places with Our High-Tech, High-Touch Approach

Customer focus and Process Excellence for B2B and B2C key clients in Logistics, Transportation, Hospitality and Travel

Delivering high-quality services including Contact Center, Back-Office Operations, Process Consulting, Robotic Process Automation

Global expertise and consultative approach for designing a Target Operating Model for effective service delivery

Robust technology tools and solutions, RPA, AI, customized plug-and-play technology augmentation

Travel Capability

Teleperformance offers omnichannel CX outsourcing services for leading travel and leisure clients across the globe. Our travel technology solutions have helped clients achieve operational efficiency, reduced costs and increase in customer satisfaction and loyalty.

Our client base includes travel management companies (TMCs), online travel agencies (OTAs), airlines, cruise lines, corporate travel companies, hotels and third-party logistics (3PL or TPL).

We have a proven track record and experienced management teams with a good mix of travel industry and service delivery experience to offer exceptional customer management services.

Travel Capability

Airline Capability

Teleperformance’s expertise and in-depth knowledge of the airline industry are instrumental in bringing value to our clients with capabilities including customer maintenance, back-office, customer retention, F&A outsourcing, enterprise transformation services, etc.

Flying High with Proven Results

60% Reduction in Average Process Time
50% improvement in productivity
40% increase in sales for a airline
Consistently exceeding CSAT and FCR for clients

Cruise Capability

Teleperformance is associated with top cruise companies from all over the world, trusted to facilitate a better customer experience.

Our global presence, cutting-edge technology and operational excellence enables us to face the growing challenges of cruise industry including customer acquisition, customer maintenance and retention, fulfillment and contract loading, and F&A services.

Helping clients sail smooth

50% reduction in AHT within 4 months from 15.1 minutes to 7 minutes
Process Efficiency improved by 30% through better staff utilization and cross training of resources
Identified $3M Cost Savings with 15% Drop in crew travel cancellation through in-depth Process Diagnostics using Lean Principles & Data Analytics and Predictive modelling.

Cruise Capability

Teleperformance is associated with top cruise companies from all over the world, trusted to facilitate a better customer experience.

Helping clients sail smooth

50% reduction in AHT within 4 months from 15.1 minutes to 7 minutes
Process Efficiency improved by 30% through better staff utilization and cross training of resources
Identified $3M Cost Savings with 15% Drop in crew travel cancellation through in-depth Process Diagnostics using Lean Principles & Data Analytics and Predictive modelling.

“I was very pleased to see the effort and results presented by your team. This is exactly what was missing and I hope the energy and enthusiasm continues. Agents did a great job like troopers, and no hint of a beginner. Let’s keep up the momentum.”

Client testimonial from one of the top 10 largest commercial airlines.

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Logistics Capability

Teleperformance, as one of the leading logistics outsourcing companies, helps you in meeting key challenges of logistics and shipping industry like falling margins and high transportation costs. Our expertise in customer interactions management, front and back-office services, F&A and automation, enables our clients to enhance customer experience, optimize cost and improve profitability.

With decades of experience in the logistics, transportation and supply chain services, we understand the fine nuances of industry dynamics and offer end-to-end support for industry-specific processes to optimize entire value chain.

Key Capabilities

Purchase Order Management
Contract and Rate Management
Shipment Track and Trace
Carrier Notification and pre-alerts
Claims Processing
Contact Center Services -
Shipper support, Dispatch, Lead management
Customs documentation management
Manifest preparation and audit
Specialized shipment helpdesk
Accounts Payable / Receivable

Benefits Delivered

50% Reduction in Track and Trace processTAT

10% Improved efficiency throughcross-training and multi-skilling advisors

99% success rate of High value/Sensitive shipments due to our shipment monitoring team

Reduced TAT by 50% within the first 60 days of go-live in the Live Animal queue

By striking the right balance between technology and human care, we are able to personalize, connect, and provide meaningful interactions to our clients’ customers.

Hospitality Capability

As pioneers in hospitality outsourcing services, we help our clients deliver exceptional customer experience. From hotel chains to lodging, food and drink service, event planning, theme parks, transportation, cruise line, travel and tourism, we deliver exceptional customer management services, digital transformation and advanced analytics.

Our expertise in the hospitality industry stems from our ability to leverage our deep domain experience, process excellence, and technology to aid hotels in building strong customer loyalty and engagement programs, improve operational efficiencies, and make fact-based, data-driven business decisions.

Key Capabilities

Customer Service and Reservations
Front & Back-office Services, F&A outsourcing
Sales & Marketing, Cross-selling and upselling
Guest profiling & segmentation, Loyalty Management
Customer Attrition and Retention

Hospitality Capability

Key Capabilities

Customer Service and Reservations
Front & Back-office Services, F&A outsourcing
Sales & Marketing, Cross-selling and upselling
Guest profiling & segmentation, Loyalty Management
Customer Attrition and Retention

Teleperformance is here to help you get from point A to point B. Let’s go faster, higher, and further together.