Sitel Group and SYKES are now Foundever
Elevate every journey with the BPO experts in travel & hospitality
Build customer loyalty at every step of the traveler's journey. Our GDS-certified agents are experts at understanding and assisting travelers throughout their entire trip.
Travel is an ongoing experience shaped by emotions
In the travel & hospitality industry, understanding customer emotions during interactions is essential. Frustrations may be directed at your service, even if another provider is at fault. Most BPOs overlook this crucial aspect of delivering the right customer experience. We prioritize it.
We help travel & hospitality companies
Provide unparalleled support to travelers and affiliates with agents expertly trained across GDS platforms and well-versed in each organization’s unique offerings
Increase upselling and cross-selling success with agents screened for critical thinking skills and an innate ability to anticipate travelers' needs and advise on next steps
Foster traveler and partner loyalty with agents focused on maximizing the lifetime value of continuous positive experiences, rather than depending on single grand gestures
Travel is a journey, not just a destination
Modern travelers extend trips, blending work and leisure to make the most of their time and money. They often interact with various companies — airlines, hotels, car rentals — all part of their single journey, yet often experienced as separate, siloed interactions.
Each touchpoint doesn't just affect their current trip; it also shapes their future travel partner preferences. Winning their loyalty hinges on providing a cohesive, integrated experience across all channels.
Our agents are experts in every aspect of the travel & hospitality lifecycle
They excel at personally connecting with everyone involved in the travel experience — be it travelers, agents, affiliates or providers.
Our agents have a deep understanding of how each interaction contributes to the overall journey while focusing on the unique needs, experiences and circumstances of each individual. With extensive training in complex travel logistics, like managing layovers and coordinating car rentals, they ensure a seamless and enjoyable experience from beginning to end.
Travel & hospitality types
Airlines
Hotels
Vehicle rentals
Online travel agencies (OTA)
Cruise lines
Rental lodging
Rail lines
Services
Front office
Reservations, travel timetables, route information, airport services, customer service inquiries, corporate travel account management
Back office
Ticketing services, web user support, specialist reservations, complaint management, fulfillment
Revenue generation
Packaged sales, loyalty program support, membership services, travel insurance sales, cross-sell/upsell lead generation
Consulting tech support
Contact strategy, omnichannel integration and delivery, customer segmentation, speech recognition
Client success story
Leading OTA achieves unstoppable success by elevating customer experiences
One of the world’s largest online travel platforms faced challenges that sparked a strategic shift. Already known for innovation and customer satisfaction, the organization realized to truly stand out in their industry, they had to elevate their customer service even further.
They selected us as their customer care outsourcing partner for our expertise in travel and hospitality and our agility in adapting to industry changes. Our collaborative partnership that began back in 2006 proved pivotal when economic challenges and the pandemic struck.
While their competitors struggled, we helped the OTA accelerate their growth and reach growth milestones two years ahead of schedule. Our contributions included:
- Revolutionizing agent training on GDS platforms and flight industry support for unmatched expertise
- Introducing integrity analysts, a specialized team dedicated to agent assessment and coaching, to drive peak performance
- Developing a tactical cadence of upskilling existing agents and integrating industry-savvy new talent
- Responding to significant and sudden staffing demands in less than 24 hours
Over the last twenty years, our partnership has flourished, now spanning over 20 LOBs including lodging, flights, car rentals and more. This growth highlights our commitment to continuous improvement and adaptability in response to the dynamic needs of the travel & hospitality industry.
Travel & hospitality agents must be more versatile than the standard hire
Understanding the fine print of policies, packages and rewards programs helps customers quickly grasp their options and limitations and how these affect their travel plans. Misinformation can erode customer trust and lead to costly goodwill gestures.
We select high-caliber agents and provide them with practical experience through real-world simulators and continuous learning, so they are always prepared to provide accurate information to your customers.
Our agents are enabled and expected to proactively connect the dots and make recommendations customers may not have otherwise considered, creating all-around better experiences.
Our unique hiring and training methodologies empower our agents to go above and beyond typical standards:
Expertise in all Global
Distribution System platforms
Higher graduation
rates and faster speed
to proficiency
In-depth knowledge of
traveler experiences and
affiliate relationships
Our agents are proficient across
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Client success story
GDS expertise powers disruptive travel app past early obstacles
Excited about the opportunity to expand its operations to support a third-party client's rewards program, the #1 most downloaded travel app in North America faced significant hurdles.
They didn't have enough agents who were familiar with their Global Distribution System (GDS), and there wasn't a well-organized way to keep agents updated on policy and procedure changes. The company was also limited in where they could set up their contact centers, and they were under pressure to meet the third-party's customer satisfaction goals.
The organization chose us for our efficient onboarding and training using a custom Travel Academy program. They appreciated our geographically dispersed contact centers, specialized tactics for recruiting and retaining GDS-proficient agents and proven track record of surpassing NPS score targets.
Drawing upon decades of experience in the travel & hospitality sector combined with our one-of-a-kind Travel Academy, global presence and skilled agents, we achieved outstanding results:
3%
agent attrition
+70%
graduation rate
40
NPS
86%
agent retention
New industry shifts call for bold strategies and smarter technology to maintain customer loyalty
In a climate of fierce competition, rising travel demand and economic uncertainty, it’s crucial for travel & hospitality companies to provide positive, personalized experiences that make customers feel cared for and valued.
You gain a competitive edge with our team of experts and advanced conversational intelligence tools that ensure:
- Timely coaching and corrections for agent behaviors based on customer satisfaction trends gathered from 100% interaction monitoring
- Agents stay informed of external factors impacting travel so they can address related inquiries and respond thoughtfully
- Consistent customer experiences with variance-based management (VBM) strategies rooted in successful trends and behaviors
- Your customer experience strategies are informed by insights extracted from CX platforms
Client success story
International airline boosts CSAT, reduces complaints and goodwill gestures
When an innovative airline with flights to 45 international destinations first approached us, they were facing challenges in CX management, evident through too many goodwill gestures and a daunting backlog of 5,000 unresolved cases.
The partnership kicked off with a targeted pilot program — seven full-time employees (FTEs) were assigned to manage level 2 complaints from their website within a 72-hour SLA.
Deeply familiar with the airline industry, we approached their challenges with a toolbox of proven methods and solutions — beginning with analyzing the status quo, consulting our Six Sigma Continuous Improvement Team and using AI to extract meaningful insights from Big Data. From there, we:
- Identified and categorized the top three complaint drivers for tiered agent support
- Developed a personalized email response process based on case category and severity
- Collaborated with the learning team to create toolkits for managing and reducing complaints
Our collaborative partnership also led to significant process and policy improvements, minimized unnecessary goodwill gestures and resulted in remarkable outcomes:
50%
fewer daily complaints
79%
CSAT
92%
average quality score
5,000
backlogs/75 days
Rock-solid security sets the stage for our intelligent analytics capabilities
Guided by a security-focused philosophy, we engineer solutions and tools to safeguard data and maintain compliance while relying on robust protocols to respond quickly to threats. Our #1 ranking for security standards among BPOs is driven by our expert workforce, advanced certifications, integrated CX technologies and customized audits for each client.
Protect your business and your customers from online fraud with:
- Certified security protocols and technology
- Dedicated teams specializing in data privacy
- Rigorous policies for remote access and work from home
- Physical and environmental controls for facilities
- Custom security provisions to meet client requirements
With our layered security approach, you can ensure stringent data privacy and achieve full compliance with regulations. We enable robust fraud prevention while securing customer information end-to-end.
We enable the security and compliance crucial to your business
The Foundever Security team is continually improving its skills to stay up to date on the latest technology. The below certifications are just a few of the many certifications held by our team of highly competent security professionals.
PCI DSS
ISO 27001:2013 and
ISO 27002:2013
SOC Type 1 and SOC Type 2
Certified Information Systems Security Professional (CISSP)
Certified Information Systems Auditor (CISA)
Certified Information Systems Security Manager (CISM)
Payment Card Industry — Internal Security Assessor (PCI-ISA)