Back in 2008, a travel, charter, and intercity transportation leader was looking to drive both cost savings and revenue while also increasing service options across the United States. The client also wanted to improve the customer experience for its wide range of clientele. HGS hired a team of agents in Colombia, gave them the skills and tools to close more sales and handle concerns quickly, and ensured the agents were measured and rewarded based on their abilities to provide warm, prompt, and friendly customer care. The operation grew from an initial, basic, 30-FTE Spanish customer service program to a sophisticated, 120-FTE operation that provides inbound, outbound, social, and back office support in three languages.