Case Study

Driving Sales Conversion Spike, Enhanced CSAT for Travel and Transit Leader

Travel and Hospitality

In 2008, a North American travel and intercity transportation leader was looking to drive both cost savings and revenue while also expanding service across the United States. HGS was chosen as the preferred provider to bolster customer service and cater to customers with Spanish language support. On day one, HGS launched operations in Barranquilla, Colombia, with 30 FTEs. The partnership has grown to include a broader array of services, such as backoffice skills and social media management, including French customer language support in 2017. Today, more than 1.9 million of these client’s customers are served by our representatives. HGS serves as a true partner and revenue-generating center, averaging 72% CSAT and beating client sales conversion goals by 2% and 34% in the premium line.


How We Do It

HGS’s approach to support sales performance improvements include training modifications comprising more sales-focused scripting such as credit card prompting. Agents are trained to gauge willingness of customers to engage in the direct sales approach. Screen prompts enable agents to share price change benefits for more ticket purchases.

Business Result

The client’s initial sales conversion goal was 8%, and once HGS proved our success in this key area, the goal was increased to 9%. Today, HGS exceeds this client goal at 10%. In addition, the client’s initial CSAT goal was 70%, and once HGS proved our success in this key area, the goal was increased to 72%. Today, the HGS average is 72%.