Customer service outsourcing for travel and hospitality

At HDB Solutions, compliance with your standards is based on structured and regular management at three levels:

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1. Weekly calibration point (at startup)
Precise alignment with your processes, validation of quality standards and immediate adjustments if necessary.

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2. Monthly steering committee
Review of the main KPIs, analysis of differences and proactive identification of points of vigilance.

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3. Quarterly strategic committee
Global vision of the mission, sharing alerts and opportunities, and evolution of the scope according to your challenges (customer service, back office, upgrade...).

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You maintain strategic control; we secure operational execution.

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Yes, if the contact center is managed as a business lever.

At HDB Solutions, we support travel agencies to:

• Relaunch unprocessed quotes
• Increase the conversion rate
• Develop additional sales
• Absorbing seasonal peaks without losing opportunities

We follow specific KPIs:
conversion rate, processing time, customer satisfaction, average basket.

The contact center then becomes a profit center, not just a support service.

It is a legitimate concern.

At HDB Solutions, we act as an extension of your agency, never as a visible intermediary.

We adapt:

• The tone
• The signature
• The scripts
• Relationship standards

The end customer does not perceive any breakage.
On the contrary, it benefits from:

• Better availability
• Reduced response times
• 24/7 support if necessary

Outsourcing does not replace your customer relationship: it secures it.

• French: very accessible at a high level and with a neutral accent.

• Other languages available are: English, German, Italian, Spanish, Mandarin and Arabic.

• The profiles available in customer service are very broad and include pre-sales, after-sales, technical support, switchboard operator, content moderation, data labelist, etc.

HDB is able to recruit a team of 15 to 20 French-speaking ETPs in 30 days. This average varies according to:

• The profiles sought: juniors vs seniors, languages spoken, previous experiences.

• Technical skills and the volume of demand

• In case of emergency (seasonal, unexpected peak) we have the possibility to work with local recruitment agencies in order to accelerate recruitment.

• Each agent is assigned a quality score (QA scoring): quality grid (accuracy, empathy, process compliance, tone, data security).

• Systematic sampling on a weekly basis: ticket/chat reviews + double-tapping on calls + targeting sensitive cases.

• 1:1 coaching adapted according to the quality audits carried out.

• You will be assigned a single point of contact at HDB. This person is responsible for the smooth execution of your project and serves as the interface with our various internal teams.

• A dedicated operational supervisor whom you are welcome to contact directly, should you wish to do so.

• Overall, HDB offers clear and transparent governance, with communication methods and frequencies tailored to the needs of the project and your preferred way of working. We aim to act as an extension of your internal teams.

• Excellent quality/price ratio: competitive costs while maintaining a high level of service thanks to a very strong service culture.

• A large talent pool of native French people and high language levels in English, German, Italian and Mandarin and Arabic.

• Great flexibility for teams: extension of schedules, seasonal reinforcement, overflow during peaks.

• Fast implementation and often much faster than internally in mainland France.

General contact centers handle any industry with scripted agents. We work for travel and hospitality only. Our teams are trained on your GDS, PMS and CRM before their first call, and they understand why a no-show is not a cancellation. That focus is the difference — not a cheaper call center, but a team that knows your business as well as your own staff.