The company stated that in markets with high structural costs, including the United States and Northern Europe, savings can reach up to 70%, positioning co-sourcing as an alternative to traditional outsourcing
247tpd, which specializes in customer service operations for the travel sector, operates with more than 600 professionals based in Cali, Colombia. The company focuses exclusively on travel industry operations and uses the Gallup strengths methodology as part of its talent management and training approach.
According to the company, the figures are based on operations with more than 20 clients across sectors including airlines, cruise lines, travel agencies, intermediaries, and car rental companies. Clients include Norwegian Cruise Line Holdings, Air Europa, Viajes El Corte Inglés, and Avoris.
The company described co-sourcing as a model positioned between traditional outsourcing and fully in-house operations. Under this structure, external teams operate in alignment with the client’s processes, KPIs, and operational standards, functioning as an extension of internal teams.
According to 247tpd, the model responds to structural changes in the travel industry driven by rising labour costs, shortages of specialised talent, and increasing demand for immediate omnichannel customer service.
The company also highlighted the gtrerowing influence of automation and artificial intelligence on customer service operations and operational efficiency requirements.
Gerardo Ariño, Founder and CEO of 247tpd, said: “AI has raised the standard of what is expected from human agents; it has not eliminated them. Managing a last-minute cruise disruption, coordinating airline IRROPS, or resolving a complex post-sales claim requires judgment, product knowledge, and decision-making ability. 247tpd integrates real-time monitoring and analytics platforms for queue management, interaction recording, and KPI tracking, but places the trained agent at the center of its model.”
He added: “We are not a technology company. We are a people company that uses technology to deliver excellence. In the travel industry, operational complexity still requires teams that can think, make decisions, and identify with the brand they represent.”
The company stated that staff turnover remains one of the main challenges in the BPO sector, noting that turnover rates in Latin American contact centres typically range between 30% and 40% annually, according to data from Metrigy and SymTrain.
Gerardo Ariño said: “Every departure involves recruitment and training costs, as well as a loss of operational knowledge that directly impacts the customer experience.”
The company’s training model focuses on travel sector expertise, multilingual support, and operational integration with client teams. According to the company, this contributes to greater operational stability and service consistency.
Gerardo Ariño added: “The value lies not only in training agents, but in achieving continuity. An agent who works for two years under a brand’s standards delivers a level of consistency that is difficult to replicate in high-turnover models.”
According to the company, the model has been adopted by travel companies including Norwegian Cruise Line Holdings, Oceania Cruises, Regent Seven Seas, Air Europa, Viajes El Corte Inglés, Avoris, World2Meet, Logitravel, and OK Mobility.
The company stated that deployments supporting transactional operations, incident management, financial support, and quality control can be activated within a matter of weeks.
Tags: Gerardo Ariño, 247tpd
opa, Viajes El Corte Inglés, Avoris, World2Meet, Logitravel, and OK Mobility.
The company stated that deployments supporting transactional operations, incident management, financial support, and quality control can be activated within a matter of weeks.
