Travel & Hospitality Customer Support

24/7 reservation assistance, booking changes support, itinerary coordination, and multilingual guest customer support.

SLA Standard: Under 60 seconds (Live Chat Response SLA) 24/7/365 Omnichannel Support

Sector Insights

Infusion Business Intelligence supports online travel platforms, ticket brokers, and tour operators with responsive, round-the-clock guest support pods. We handle booking cancellations, seat upgrades, and itinerary updates across phone, email, and live web chat. By training our agents on custom travel databases, we resolve customer issues quickly.

Primary Operational Challenges

Sudden Peak Seasonal Flight Backlogs

Struggling to scale support staff during flight delays or weather disruptions, resulting in long hold times.

Extended Ticket Hold Latency

Long queues for phone and chat support driving down passenger satisfaction scores.

High Cost of Internal 24/7 Staffing

Maintaining round-the-clock staff for routine booking updates is expensive.

Inconsistent Language Support Quality

Failing to resolve global passenger queries due to a lack of multilingual support staff.

Target Outcomes

Reduce booking ticket backlogs, improve customer support satisfaction, and lower average handle times.

95%+

Customer Satisfaction (CSAT)

Under 1 min

Live Chat Response SLA

40%

AHT Reduction

Solutions

Our Operational Approach

Omnichannel Reservation Support

Unified guest support across Inbound Voice, Live Web Chat, email, and social media channels.

Booking & Cancellation Management

Processing flight cancellations, rescheduling tickets, and updating reservation details.

Multilingual Concierge Support

Assisting international travelers in English, Hindi, Punjabi, Tamil, Gujarati, and Telugu.

Services

Relevant Operations Programs

Customer Experience (CX)

24/7 omnichannel customer service and L1/L2 technical helpdesk.

Explore Customer Experience (CX)

Data Operations

Secure database management, loan entry, and records cleaning.

Explore Data Operations

Sales Development (SDR)

B2B lead generation and qualified appointment setting outreach.

Explore Sales Development (SDR)

Technology & Integrations

Travel Ticketing Systems

Zendesk, Salesforce Service Cloud, and WhatsApp Business API integrations.

BI Analytics Portals

Live dashboards showing first contact resolution (FCR) and ticket volumes.

Governance & Compliance

24/7 Availability Controls

Staff schedules monitored in real time to prevent any support desk gaps.

Daily Performance Updates

Transparent performance logs showing total dials, contacts, and appointments booked.

Pilot

Pilot & Engagement Terms

Start with a pilot on one defined support, data or outbound workflow. Every pilot follows the same standard terms.

How the Pilot Runs

Discovery & Scoping

A scoping call, then a written pilot SOW with 3–5 success metrics agreed before go-live.

NDA + SLA

NDA and SLA are signed before any data is transferred.

Onboarding & Certification

Process training and agent certification: 2–4 weeks for CX and Data Operations, 3–4 weeks for an SDR pod.

Live Delivery

Live work with daily performance reports and weekly governance reviews.

Pilot Review

An end-of-term review where you decide to scale, adjust, or exit.

Standard Pilot Terms

Term

The pilot is the standard 3-month initial term. There is no separate free trial.

Pod

One small dedicated pod: agents plus a team lead and a QA analyst, sized in the SOW to the agreed volume. Headcount is never shared with other clients.

Pricing

Per dedicated FTE per month or volume-based, quoted after scoping.

Exit Terms

No obligation to renew after the initial term. On exit, your SOPs, knowledge base and reports are handed back, system access is revoked, and your data is returned or deleted per the agreement.

Request a Pilot

Proof of Success

See Our Client Results Across Industries

Explore how we've helped travel and hospitality brands deliver 24/7 guest support without ballooning headcount.

View Case Studies

FAQ

Frequently Asked Questions

How does Infusion BI ensure data security in Travel BPO services?

We operate under clean-desk guidelines, zero local storage, and role-based login credentials. Our delivery hubs are audited regularly.

What guest management tasks can you support?

We handle flight updates, hotel cancellations, booking modifications, ticket refunds, and loyalty points inquiries.

Do you provide 24/7/365 coverage for travel support?

Yes. We run night-shift and holiday coverage plans to support travelers in any time zone.

What is the ramp-up time for a dedicated travel support pod?

Ramping up a dedicated pod typically takes 3 to 4 weeks, including custom compliance training, database configuration, and system testing.

How do you handle background verification checks for staff?

All candidates undergo third-party address verification, education checks, and sign confidentiality NDAs before joining accounts.

Can your teams work inside our custom travel CRM systems?

Yes. We can work directly within your cloud CRM, lending platforms, or custom web portals via secure login protocols.

What is your billing structure for dedicated teams?

We charge flat monthly rates per Full-Time Equivalent (FTE), which includes dedicated management, workspace infrastructure, dialers, and data.

Do you sign strict Non-Disclosure Agreements (NDAs)?

Yes. We sign complete NDAs and Service Level Agreements (SLAs) with all enterprise clients before reviewing databases or call flows.

Are your data processing services available 24/7?

Yes. We offer 24/7/365 coverage options to ensure continuous data processing and document verification regardless of time zones.

How do you track operational accuracy and SLA metrics?

We provide access to a real-time BI reporting dashboard to monitor processing speed, daily volume, and error rates.

Do you provide multilingual support capabilities?

Yes. We deliver services in English, Hindi, Punjabi, Tamil, Gujarati, and Telugu to cover major consumer demographics.

What happens during a pilot program?

During a 2-4 week pilot, a small pod handles live interactions to refine scripts, test tool setups, and verify SLA performance.

Do you offer KPO research and specialized operations support?

Yes. We deploy specialized units for corporate market analysis, data indexing, and claims audit processing.

How do you manage database updates and customer records cleaning?

We deduplicate and clean customer contact sheets to maximize outbound sales conversion rates.

Do you have backup power and backup internet servers?

Yes. We operate dual power lines, UPS backups, and secondary ISP connections to ensure continuous operations.

How do you manage changes to script guidelines or workflows?

Script updates are logged, approved, and updated in the knowledge base, with direct coaching provided to the agent pod.

Do you support customer verification for fintech platforms?

Yes. We handle inbound and outbound customer verification, helping fintechs verify accounts and resolve user registration queries.

What training do your travel specialists complete?

Every agent completes regulatory compliance modules, data security training, and custom system diagnostics drills during onboarding.

How do we request a discovery audit call?

You can request a discovery session via our contact page, and our operations director will coordinate the setup.

Ready to Build Better Operations for Your Industry?

Coordinate with our directors to align your delivery parameters and quality control metrics.

Schedule a Discovery Call

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