Outsourcing partner
NPS score achieved
Staffing accuracy (ramp)

Airbnb is an online marketplace for arranging or offering lodging, primarily homestays, or tourism experiences.

Since 2015, our partnership has developed into more than 1,000 FTEs located in three countries, providing services in 7 languages. Through continuous communication with our client, Sitel has established mutual trust to create CX programs that build customer loyalty and flex to changing needs.

Client Objectives

  • Delivery of exceptional service to every guest and host during every interaction and build the world’s most loyal travel community.
  • Ability to meet changing customer demands and ramp up and down in order to  adjust to seasonality.

Our Solution

  • Provided the needed support to Airbnb across their transformational journey, by jointly building a scalable service model.
  • Through rigorous CSAT analysis, using Continuous Improvement (CI) and Variation-Based Management (VBM) methodology, identified areas of improvement that boosted customer loyalty.
  • Leveraged Sitel’s recruitment & training expertise to always provide the optimal number of trained agents needed to address seasonality shifts.
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