A fast-growing Online Travel Agency (OTA) was facing a crisis. They had scaled to $100M in bookings, but their NPS had dropped to -10. Customers were furious about long hold times (45+ minutes) and rude agents (offshore low-cost providers).
The Solution: Nearshore Pivot
They migrated 100% of their support to a dedicated team in the Dominican Republic.
- Shift 1: They hired agents with previous GDS experience (Amadeus).
- Shift 2: They implemented a “callback” feature to eliminate hold times.
- Shift 3: They empowered agents with a $50 “Goodwill Budget” per call to resolve small issues instantly.
The Results (6 Months Later)
- NPS: Rose from -10 to +35.
- Wait Times: Stabilized at <2 minutes (average).
- Agent Attrition: Dropped by 60% compared to their previous offshore vendor.
Build resilience into your CX operation before the next surge hits.
