Cancelled flights, lost luggage, ruined plans. We find people who can resolve things quickly

That's what one of our travel contact centre candidates told us about their favourite role.

Your agents aren't just processing bookings and checking itineraries. They're talking to a family whose flight just got cancelled three hours before departure. They’re upselling lost luggage insurance to the anxious traveller.

Most agencies don't get this. They send you candidates who can navigate a booking system but have no idea what it means to help someone whose holiday, the one they've saved two years for, is falling apart in real time.

You end up with attrition. Complaints. And the same headache about pipelines.

A candidate who'll calmly work through rebooking options while a family panics at a gate. The one who'll chase down a missing transfer at 6am local time. The one who understands that a ruined holiday isn't just an inconvenience, it's months of planning gone.

These aren't skills you can teach. They're qualities you need to spot before someone picks up a phone.

That's why we meet every candidate properly. We understand what drives them, what they're running from, and whether they'll thrive handling calls about delays, upgrades, cancellations, or bookings gone wrong

We've doubled down on volume recruitment for contact centres where the stakes are high and the calls are emotional. Travel, tourism, hospitality. This is what we know.

When you've been in the trenches, you develop a sixth sense for what's about to go wrong. That candidate drop-off pattern heading into summer? We've seen it. That quality dip when you're scaling fast? We know how to fix it.

"From the front end of the funnel, they've surpassed expectations. Their slot performance, attendance rate to interview — it's the strongest."

— Head of Recruitment