TRAVEL AND HOSPITALITY 15 300 CHALLENGE: Handle Demand—without CAPEX • Ensure quality service during periods of increased call volume. • Avoid expense of recruiting and paying additional full-time hires. • Complement staff with on-demand specialists for seasonal needs. • Find agents who deliver same expertise and service as employees. • Maintain or improve sales success rate and average order value. SOLUTION: Provided Flexible Support for Less • Saved major expense of hiring and officing additional staff. • Consolidated multiple outsourcing efforts under Working Solutions. • Developed a strategic plan to scale up for cyclical fluctuations. • Prepared educated travel experts to ensure consistent service. • Devised pay structure to generate increased revenue per hour. RES

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