Case studies
Multilingual guest services for a Gulf hospitality group
For a Gulf hospitality group serving four language groups, splitting the work across two Turkish cities solved cost and response time.
The challenge
The group's guest base spans Arabic, Russian, German and English, served from a single Gulf location at Gulf cost. Russian and German coverage was thin, seasonal and expensive.
What Corpshore did
We split a managed service across Antalya and Istanbul, using each for what it is genuinely good at. Russian and German sit in Antalya, Arabic and English and the corporate desk in Istanbul, one hour behind the Gulf. Ramadan and Eid operating patterns were built into the rota from the start.
Results
- Cost per contact reduced 41 percent against the prior Gulf arrangement
- Median first response on Russian and German fell from over six hours to under eight minutes
- Direct booking conversion improved across all four language groups
- The group moved a further property portfolio onto the service in year two
Why it worked
The group had been asking one location to be good at four languages. Türkiye let it split the work across two cities each strong in different ones, below where it started.
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