Revolutionizing an Australian Business Travel Airfare Wholesaler Customer Support Operations


This case study explores the successful partnership between Liveware Labs and a renowned Australian Business Travel Airfair Wholesaler known for its top-notch services and advanced ticketing software. By outsourcing after-hours customer support services to Liveware Labs, the travel wholesaler witnessed remarkable improvements in call handling times, service levels, and access to talented agents, expanding their customer support operations to 24/7.

The Challenge

The travel wholesaler faced a critical challenge in providing round-the-clock customer support to its global clientele. They required after-hours coverage during weekdays from 8 pm to 8 am and throughout the weekends. Meeting these service demands with internal resources posed difficulties due to staffing limitations and potential strain on existing teams.

The Solution

Recognizing the need for a reliable and experienced outsourcing partner, the travel wholesaler turned to Liveware Labs to provide ticketing agent services. Liveware Labs has built a solid reputation for delivering exceptional customer support and has a proven track record of optimizing call handling times and service levels for various businesses.

Services Delivered

Upon partnering with Liveware Labs, they experienced an immediate improvement in their after-hours customer support. Liveware’s team of ticketing agents demonstrated remarkable efficiency in handling customer inquiries and ticketing tasks, including data input to various systems like Saber, Amadeus, and Travelport. Their adaptability and expertise in using these systems ensured seamless integration with their operations.

Additionally, the client sent a team to our office in Makati, enabling them to provide comprehensive training to their staff members. This hands-on interaction further enhanced their understanding of our services and processes, fostering a stronger partnership between us and the client.

Actions Taken

Thrilled with the initial results, they expanded their collaboration with Liveware Labs after just six months. Leveraging Liveware’s exceptional performance, they successfully scaled their customer support operations to 24/7. Liveware Labs played a pivotal role in onboarding and training an additional 33 team members to meet the growing demand for their services.

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