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What are the potential risks and common pitfalls when transitioning customer support to an external provider in travel?
Frequently Asked Questions
Travel & Hospitality Call Center
What are the potential risks and common pitfalls when transitioning customer support to an external provider in travel?
The biggest risk is losing “consistency” in customer experience. This may happen if the outsourcing partner lacks industry knowledge or does not follow the brand guidelines. In addition, poor system integration, inadequate agent training, and weak communication between internal and external teams can create delays and service gaps.