Travel and tourism is one of the large industries of the world, with a market revenue projected to reach $637.7 billion this year.
The industry suffered a major blow in 2020 as a result of travel restrictions and lockdowns aimed at containing the spread of COVID-19, forcing people around the world to limit their travel and spending. This contributed to the industry losing almost $4.9 trillion in 2020, according to the World Travel & Tourism Council.
Nevertheless, the industry rebounded in 2021, mainly because of rising vaccination rates across the globe and the easing of travel restrictions resulting from increased cross-border coordination and protocols. According to a report by the World Tourism Organization (UNWTO), the global tourism industry experienced a 4% upturn in 2021 as the number of travelers reached 400 million.
Scaling-up in such a colossal industry is reportedly easier said than done. That's why a number of businesses say they turn to innovative customer experience (CX) outsourcing services, particularly those with talent acquisition platforms such as those offered by TDCX Inc. TDCX to meet customers' growing demands.
TDCX has reported helping several renowned companies in the travel and tourism industry, including Airbnb Inc. ABNB, in scaling up their businesses. Other clients include companies in the travel experiences and airline industries.
TDCX‘s Role In The Travel And Hospitality Sector?
TDCX is one example of a company that states it is specially equipped with modern solutions to help the industry recover quickly. The company developed an artificial intelligence (AI)-powered hiring solution called Flash Hire. TDCX boasts that the platform, coupled with its team of recruiters, can improve and speed up the recruitment process by generating pre-interview competence assessments to suit the client’s needs.
TDCX also states that it offers 24/7 support through its customer engagement hubs, which are supported by a network of regional centers across Asia, Europe and America. The company hopes to bring the best customer experience by offering performance strategies, innovative technologies and data-driven strategies all in a single package.
For instance, one of the largest lodging companies in the world needed to expand its team to meet its aggressive growth goals without compromising the travel experience of its millions of customers.
In just a couple of months, TDCX says it increased the team by over 116%, from 300 to 650 people, just at the time of summer when the number of travelers skyrockets. The company employed scenario-based training for its agents that helped them to deal with complex issues such as complaints from customers.
TDCX says its team of business analysts monitored the progress of the campaign by tracking customer trends, agent performance and team compliance. This allowed them to act on time without affecting service quality. At the end of the campaign, the company grew 216% to handle the global seasonal surge.
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