BPM Services

Enable Better Travel Through Superior Customer Experience


An Overview

Business Process Management (BPM) services play an important role in the Travel and Hospitality industry. The call center outsourcing companies connect Airlines, Hotels, Online Travel Agencies (OTAs), Travel Management Companies (TMCs), Cruises and other related travel entities to their customers through different channels like chat, calls, emails. An omnichannel approach across these channels is imperative to build strong and lasting relationships with customers.

IGT Digital Contact Centers offers BPO and Call Centers services to the Travel and Hospitality industry globally. It leverages social, mobile, analytics, and cloud to seamlessly work together offering personalized experience at every touch-point of the traveler enhancing their traveling experience.

Analyst Corner


Market Share Analysis, BPO, Worldwide, 2017 Report

Recognized among 25 fastest- growing BPO service providers and placed at 6th position. It stated that the top 10 BPO players control one-third of the $160 billion BPO market.


Competitive Landscape: Customer Management BPO Services

Named as a stalwart in emerging markets in customer management BPO services consistently on client shortlist or mentioned on inquiries.


Market Guide for Key Customer Management BPO Service Providers

Identified as a key service provider offering CM BPO services to Travel & Hospitality industry either as a stand-alone service or a bundled BPO and Digital service.

BPM Services & Solutions

Languages Supported

English | Cantonese | Japanese | Mandarin | Korean | French | German | Italian | Arabic | Ukrainian | Spanish | Russian | Czech | Danish | Polish | Brazilian Portuguese | Dutch | Norwegian | Tagalog | Ind-Bahasa | Thai | Malay | Indian Regional | Nepali and more

Delivering Results

  • Handling 40 Million Reservations Annually

  • 1.5 Million Social Interactions Annually

  • 30% Effort Reduction in Customer Queries through AI Powered Chatbot

  • USD 500 Million Gross Ticketing & Ancillary Revenue

Featured Work

travel call center
Case Study

Enabling Seamless Transition Across 5 Languages for a Leading American Carrier

IGT provided contact center support services with exceptional airline domain expertise to a leading American carrier with a record 100% seamless transition within 4 months.
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digital transformation in hospitality industry
Case Study

End to End Transition Management with Seamless Go-Live for Leading European Hotel Chain

Our client, a leading hotel group in UK, was undergoing expansion and wanted a scalable support to which IGT helped with end to end transition management and resolved over 350k reservation issues.

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Airline sales and reservation management
Case Study

25% Increase in Sales Conversion for a Leading OTA

IGT helped increase inbound sales conversion by 25% through re-engineering and analytics.
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