The Contact Center for tourism actors.

At HDB Solutions, compliance with your standards is based on structured and regular management at three levels:

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1. Weekly calibration point (at startup)
Precise alignment with your processes, validation of quality standards and immediate adjustments if necessary.

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2. Monthly steering committee
Review of the main KPIs, analysis of differences and proactive identification of points of vigilance.

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3. Quarterly strategic committee
Global vision of the mission, sharing alerts and opportunities, and evolution of the scope according to your challenges (customer service, back office, upgrade...).

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You maintain strategic control; we secure operational execution.

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Yes, if the contact center is managed as a business lever.

At HDB Solutions, we support travel agencies to:

• Relaunch unprocessed quotes
• Increase the conversion rate
• Develop additional sales
• Absorbing seasonal peaks without losing opportunities

We follow specific KPIs:
conversion rate, processing time, customer satisfaction, average basket.

The contact center then becomes a profit center, not just a support service.

It is a legitimate concern.

At HDB Solutions, we act as an extension of your agency, never as a visible intermediary.

We adapt:

• The tone
• The signature
• The scripts
• Relationship standards

The end customer does not perceive any breakage.
On the contrary, it benefits from:

• Better availability
• Reduced response times
• 24/7 support if necessary

Outsourcing does not replace your customer relationship: it secures it.

• French: very accessible at a high level and with a neutral accent.

• Other languages available are: English, German, Italian, Italian, Spanish, Mandarin and Arabic.

• The profiles available in customer service are very broad and include pre-sales, after-sales, technical support, switchboard operator, content moderation, data labelist, etc.

HDB is able to recruit a team of 15 to 20 French-speaking ETPs in 30 days. This average varies according to:

• The profiles sought: juniors vs seniors, languages spoken, previous experiences.

• Technical skills and the volume of demand

• In case of emergency (seasonal, unexpected peak) we have the possibility to work with local recruitment agencies in order to accelerate recruitment.

• Each agent is assigned a quality score (QA scoring): quality grid (accuracy, empathy, process compliance, tone, data security).

• Systematic sampling on a weekly basis: ticket/chat reviews + double-tapping on calls + targeting sensitive cases.

• 1:1 coaching adapted according to the quality audits carried out.

• Un point de contact unique côté HDB vous sera attribué. Cette personne a la charge du bon déroulé de votre mission et sert d’interface vers nos différentes équipes internes.

• Un superviseur opérationnel dédié avec qui vous aurez le loisir de rentrer en contact directement, si tel est votre souhait.

• Globalement, HDB propose une Gouvernance claire et Transparente avec des moyens et des fréquences de communications adaptées aux besoins de la mission et à votre manière de travailler. Nous souhaitons être un complément de vos équipes internes.

• Excellent quality/price ratio: competitive costs while maintaining a high level of service thanks to a very strong service culture.

• A large talent pool of native French people and high language levels in English, German, Italian and Mandarin and Arabic.

• Great flexibility for teams: extension of schedules, seasonal reinforcement, overflow during peaks.

• Fast implementation and often much faster than internally in mainland France.

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