The co-sourcing partner
built for travel.

Over 15 years exclusively in travel and tourism operations — making us one of the most experienced specialist co-sourcing partners in the sector.

More than 700 travel specialists work across our operations centers, all exclusively dedicated to the travel and tourism industry.

We operate as strategic partners — not just service providers. Our leaders understand client needs deeply, foster strong relationships, and drive meaningful outcomes. We leverage collective expertise to build deep, enduring partnerships based on mutual respect, trust, and collaboration.

Our core values are: Passion for Service Quality, Goal-Oriented Mindset, Continuous Learning, Utilization of Human and Technological Resources, Commitment to Excellence, Integration into Client Strategies, Client-Centric Approach, Partnership Mentality, Focus on Value Creation, and Cost Efficiency.

100% of our activity is dedicated to providing customer service and back-office services exclusively to companies in the tourism and travel industry. Every client, every agent, every process — 100% travel.

Three key differentiators: (1) Specialization — we only operate in travel and tourism. (2) Rigorous Selection — candidates go through a 4-stage process with clients actively participating in final interviews. (3) Gallup-Certified Coaching — Clifton Strengths and Q-12 Engagement programs deliver high engagement and very low turnover.

Since the founding of the company. All our clients are international companies that understood tasks without a face-to-face requirement are suitable for co-sourcing. We focus entirely on achieving our clients' KPIs, fully integrated into their policies and culture.

(1) Deep understanding of your company culture and values. (2) Ability to scale rapidly. (3) Track record in the travel industry as a third-party provider. (4) Significant and demonstrable cost savings. (5) Relevant experience and references specific to your company type.

Our 4-stage process: (1) Needs & Planning — tailored recruitment plan per client. (2) Screening & Shortlisting — English level, travel experience, software skills. (3) Interviews & Evaluations — psychotechnical tests (Wartegg, DISC), skills interview, and personal/motivational interview. (4) Introduction & Training — 3–5 day orientation with live operational simulations before client presentation.

Primary tests: Wartegg Test (8 fields, ~20 min) and DISC temperament test (15–20 min). For supervisory or administrative positions, the Wartegg 16-field test (~25–35 min) is required. All tests are reviewed during the Spanish interview by a qualified HR analyst.

The English interview includes conversational validation plus a written test covering: travel/hotel vocabulary, handling a customer email reservation, and storytelling about a destination. We evaluate pronunciation, fluency, vocabulary, listening and reading comprehension, and response time. A 40-minute extended test is available on request.

Each account has dedicated backup agents proportional to team size, enabling rapid response to sick days, vacations, and volume spikes. Productivity is monitored weekly. We receive an average of 200 pre-screened CVs per month from international recruiting partners, enabling fast, quality scaling.

Yes. Each client has an exclusive Account Manager responsible for: comprehensive monitoring of agent work, call and performance monitoring to identify training needs, quality assessment against client KPIs, and ensuring services consistently meet client expectations.

We use advanced platforms including Genesys, which applies AI for real-time support and personalized customer experiences. The specific software suite is adapted to each client's KPI requirements. All platforms provide live call monitoring, call recording, performance analytics, and feedback tools.

Yes. We record and screen-capture 100% of calls. Audio recordings and screen captures are stored on our servers for one year and are accessible on demand by the client at any time.

Clients have full real-time access to: agent activity logs, call reports (numbers dialed, call starters, outgoing and unanswered calls), call recordings (listen and download), and dashboards with online performance features.

We comply with PESPI standards through comprehensive control policies covering: Network Security, Application Security, Data Security, Server Security, Supplier Security, Employee Privacy Management, Risk Management, Business Continuity Planning, Disaster Recovery, Training & Awareness Programs, and Internal Technical/Procedural Auditing. We proactively detect and prevent threats through continuous monitoring and improvement.

Performance is evaluated across four dimensions: (A) Results Orientation — timely completion, proactive approach, required work volume. (B) Quality — error minimization, language proficiency, professional commitment. (C) Interpersonal Skills — customer courtesy, conflict prevention, problem-solving, adaptability. (D) Teamwork & Organization — goal alignment, punctuality, policy compliance. Evaluations run every 3–6 months; new hires are assessed within the first 15 days.

All department heads hold periodic meetings to develop action plans and disseminate objectives to their teams. The company uses Gallup Clifton Strengths as a core coaching tool to understand each member's primary skills. Improvement plans are tailored to individual capacities, strengths, and goals.

We apply segregation of duties across all key tasks: purchase authorization, supplier selection, invoice receipt, accounting records, and payment approval. Internal controls are regularly reviewed in collaboration with supervisors and area managers. Access levels and authorizations are adjusted per platform and role.