NEWS – TOPDECK/BACK-ROADS BPO TEAM DEMONSTRATE ELITE PERFORMANCE LEVELS

Twelve times a year an Open Destinations Travel Outsourcing team is named ‘BPO Team of the Month’. In March 2019 this internal prize was awarded to our Topdeck & Back-Roads (collectively Global Touring) team. With over over 20 teams working to an immaculate average of 99.8% accuracy, the competition for this monthly prize is hot. We spoke with Global Touring Network’s Product Load Team Leader Therese Murdoch to find out why their dedicated BPO team are so highly regarded.

 

Why did Global Touring choose to use a travel outsourcing service in the first place? And why did you choose Open Destinations for this?

“We have been looking to outsource the loading of all products and services into Travel Studio to create a ‘Loading Hub’ within Global Touring to create Travel Studio experts, clear and consistent lines of responsibility and seamless loading and accuracy of loaded services and products within our business. We chose Open Destinations due to our close relationship since the implementation of Travel Studio in 2012, and the already fundamental knowledge of Travel Studio that was present.”

“We chose Open Destinations due to our close relationship since the implementation of Travel Studio in 2012, and the already fundamental knowledge of Travel Studio that was present.”

 

What specifically have your BPO team at Open Destinations been focused on in their work for Global Touring?

“Our team of 7 have been focusing on all aspects of loading for the Global Touring network, for both Back-Roads and Topdeck. Amongst many other successes, the team have succeeded in completing the loading of:

  • Service Loading
  • Package Loading
  • Supplementary Services
  • Non Accommodation & Cost of Sale
  • Quality Assurance
  • Promotions & Agent Loading”

 

What do you think makes Open Destinations’ BPO team a great fit for Topdeck?

“The team at Open Destinations really exhibit the values we hold true at the Global Touring Network which makes them a fantastic fit to our company. They are each driven with passion, bold, love their customers, work and live with integrity, and thrive in their jobs and lives.”

“The team at Open Destinations really exhibit the values we hold true at the Global Touring Network which makes them a fantastic fit to our company. They are each driven with passion, bold, love their customers, work and live with integrity, and thrive in their jobs and lives.”

Topdeck’s website is powered by Travel Studio.

 

What improvements have Top Deck experienced as a result of working with Open Destinations’ BPO team?

“Perhaps the biggest success is where we are at now as a team and business. 2018 was a difficult transition with 100% turnover in our UK based Loading team, and almost 80% of services and packages left to load before our operational season started in April 2018.

Since December 2018, the [Open Destinations] team have loaded the 883 contracts for both Topdeck and Back-Roads and completed the loading of 273 packages with services for the 2019 operating season. We are sitting at 93.7% completion rate for the operational season of 2019, whereas on the 1st of March 2018 we were sitting at 19.5%.

This is a huge testament to the team and the hard work they have put in. This will be the first time in 5 years that Client Documents will be ready before the operational season.”

“We are sitting at 93.7% completion rate for the operational season of 2019, whereas on the 1st of March 2018 we were sitting at 19.5%.”

 

Why do you think your team at Open Destinations deserved this award?

“They deserve that award for the hard work, dedication and persistence they have put into their work. It goes without saying that without their effort we would not be in the position we find ourselves in now. They are the kindest, meticulous, tenacious team I could have ever asked for, and Global Touring owes them a wealth of gratitude.”

“They [Open Destinations] are the kindest, meticulous, tenacious team I could have ever asked for, and Global Touring owes them a wealth of gratitude.”

About Topdeck
Topdeck is the number one provider of epic, organised group trips for 18-30 somethings. Founded in 1973 by friends with a double decker bus and a passion for adventure, Topdeck has grown to offer the most authentic, planned trips spanning Europe, Asia, Australia & New Zealand, North America, Africa and the Middle East. www.topdeck.travel

About Back-Roads
With more than 30 years’ experience in small group and tailor-made tours across the UK, Europe and Asia, Back-Roads Touring is truly the original small group touring company. With each tour capped at 18 passengers (14 for Asia tours), Back-Roads curates authentic, off-the-beaten-track travel experiences. Catering for the mature traveller, Back-Roads has built up a brand rooted in expert local knowledge, sustainable tourism, culinary excellence and premium boutique accommodation. www.backroadstouring.com

If you think that your travel company could benefit from our BPO services in a similar way to Global Touring, you can request a consultation with a member of our BPO team using the button below.