Why the Travel & Hospitality Industry Favor Outsourcing Their Customer Service and Back-Office Support

In 2017, Forbes declared that Millennials and their families had surpassed Generation X in terms of travelling. With advances in technology, travel has never had more options, been
more affordable, or been more global. With the advent of social media, we've also never been so driven to share exiting life adventures. This has created almost a self-made need to travel so we have something to share on social media.

I digress.

Travelling, especially abroad, is a process that involves a lot of moving parts and can be a windy road. Travelling can be the best or most stressful experiences of your life, and it all comes down to proper planning. Flights and accommodations are the obvious places to start, but a well-executed trip comes down to far more than that. Transportation is an extremely important component and one you will not want to be handling on the fly once you are in a new location. Make sure you have a plan to get to and from the airport as well as a way to get around while on your trip. While some days you may want to just want to wing it, having an idea or general plan for attractions and tours you may want to take is a great idea. Booking tours in advance is a great way to streamline some of your activities. Some of the great attractions in the world, like the Eifel Tower, have pre-bookings that allow skipping the line. Every city, every country, every attraction has its ins and outs. The internet provides a valuable resource that does allow you to research and plan a lot of this on your own. But, depending on the size and the scope of your trip, the length of it, how many people you are booking for and on and on, the task can become quite cumbersome.

So where does someone turn to make the planning easier? You get a travel company to help coordinate and book your trip. Travel agents and companies are the experts here, and they know all of the tricks and tips to make your travel seamless and enjoyable. With such responsibility, comes a need to focus on these more important tasks. And for this reason, many of these customers are outsourcing their customer service and back-office services.

The Philippines has become the go-to location for all business process outsourcing. There are several factors that have led to this. The first and foremost is expertise. The BPO industry has been a major growth factor in the Philippines economy, and they have spent the past 30 years perfecting the profession. Secondly, as a former United States territory,
the Filipinos speak fluent, accent-free English. This makes communication effective and easy. Thirdly, the Filipino workforce is young, educated, and equipped with state of the art technology.

In the Philippines, they have protected this industry and have built their reputation on trust and quality. Specifically, cities like Manila boast some of the best outsourcing companies in the world. One of the country's leading mid-sized outsourcing providers specializing in travel and hospitality support services is Piton-Global. The company is an award-winning, omnichannel contact center and has been operating in the Philippines since 1991. If you own a travel agency and are looking to outsource your your front and/or back-end requirements then the Philippines might be a viable option.

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