An Industry-Leader Travel Company

Eric Engebretsen

•

June 11, 2026

Travelpass Group (TPG), an industry leader in travel technology that operates brands like Nitecrawler, Reservation Counter, Reservation Desk, and Travelpass, needed to expand its customer support team. TPG had already tried hiring US-based customer support talent, which was costly, and it had also outsourced part of its customer support to traditional BPO partners, only to find English levels, quality of work, and efficiency to be lacking.

The company was faced with two options: scale with BPOs to save costs while sacrificing quality or double its talent overhead costs by continuing to hire in the US. Then, a third option presented itself: customer support insourcing through Bloom.

With Bloom’s staff augmentation model of embedded, high-quality remote talent, TPG retained control of its existing customer support team while adding an additional 20 educated and fully bilingual Bloom customer support team members, cutting costs while increasing quality and efficiency.

In fact, the results TPG has had with Bloom versus its previous results with US-based talent are remarkable. A few of them include:

97% Retention Rate vs. an average US talent retention rate of 40%

1.5x Output increase by Bloom team members vs. TPG's US talent

55% Cost Savings to TPG vs. the average cost of US talent

Additionally, TPG has emphasized that the work ethic of its Bloom customer support team members is on par with that of its US-based customer support team members, often even exceeding that of the US counterparts.

Travelpass Group‘s return on investment with Bloom couldn’t be clearer.

Frequently Asked Questions

How is this different from working with a BPO?

add

Unlike the traditional BPO partners the company had tried, where English levels, quality of work, and efficiency fell short, this staff augmentation model let the company keep control of its existing customer support team while adding fully bilingual team members onto it. The company described the arrangement as customer support insourcing rather than outsourcing to a call center.

How does retention compare to US-based hires?

add

In this case, the added team members had a 97 percent retention rate, compared with an average 40 percent retention rate the company had seen with its US-based talent. The company also reported a 1.5x increase in output from these team members relative to its US staff. These figures describe this client's own team, not a company-wide average.

How much can this save compared to US hiring?

add

In this case, the company reported 55 percent cost savings compared to the average cost of its US-based talent, alongside higher output and a higher retention rate rather than the quality tradeoff it associated with traditional outsourcing. This came from adding 20 team members through Hire Bloom while keeping its original support team in place.

Does remote support work hold up against in house teams?

add

According to the company, the work ethic of these remote team members was on par with, and at times exceeded, that of its US-based support staff. This came after an earlier attempt with a traditional BPO partner had fallen short on English levels, quality of work, and efficiency, which is part of why the company kept managing the added team itself.