INSIGHT
Call centres, hubs, local teams
Which corporate travel service model is right for you?
Service levels is a topic that’s always high on the agenda for travel managers. What corporate travel service model, there’s more to consider than how quickly someone answers the phone.
What corporate travel support model best fits a multinational, high-volume travel program? And what works best for a smaller national program? The right travel management company service model depends on your priorities. Do you value speed or personalisation? Scalability or relationship-building? Either way, the decision shapes everything from traveller satisfaction to program agility.
In this travel management company (TMC) service model comparison, we look at three common approaches — call centres, hubs and local teams — and the strengths and trade-offs of each.
Key takeaway
- Call centres prioritise speed and high-volume support, making them suitable for travel programs where quick call pickup is the number one priority.
- Hub models offer personalised teams based in one country supporting travellers across multiple regions, combining consistency with cost efficiency.
- Local teams provide the highest level of personalisation, with consultants based in the same country as travellers for deeper relationship-building and policy knowledge.
- Flexibility and agility are strongest in personalised models (hub and local), where teams can adapt quickly to policy changes and traveller feedback.
- Scalability varies across models. Call centres handle higher volumes at lower costs, while personalised teams deliver white-glove service that scales with your program’s maturity.
Types of corporate travel service models
Most travel management companies offer one of three primary service approaches: call centres, hubs, and local teams. Each has distinct structures, staffing approaches, and service philosophies.
| Call Centre | Hub - Personalised Team | Local - Personalised Team |
| Agents based in one country, supporting travellers based in any country | Agents based in one country, supporting travellers located in same country, and others in the region | Agents based in an office located in the same country as travellers |
| Larger work setting and higher volume of agents | Pod-style work setting with a focused group of agents | Pod-style work setting with a focused group of agents |
| Agents are divided up among various non-specialised team leaders | Agents are divided up by specialised teams, possibly by client or industry | Agents are divided up by specialised teams, possibly by client or industry |
| Calls are answered by any available agent on a first-come, first-served basis | Calls are answered by an available agent within the assigned specialised team on a first-come, first-served basis | Calls are answered by an available agent within the assigned specialised team on a first-come, first-served basis |
A personal touch or speed of service?
The fundamental difference in any TMC service model comparison comes down to familiarity, specialisation, and how your travellers are supported.
Personalised teams (whether hub or local) will always come with a more human touch. These teams are assigned to specific clients, industries, or traveller segments. Your travellers work with the same group of consultants repeatedly.
These consultants become experts in your travel program, understanding your policy rules, preferred suppliers, unused ticket processing, and traveller preferences without needing to look them up. Your travellers also get the benefit of knowing their bookings are managed by a team that really knows them.
Call centres operate on volume and efficiency so naturally won’t have the same personal touch. Consultants handle calls from multiple clients, industries, and regions and your traveller speaks to whoever's available next in line. For multinational organisations with corporate travel programs that have thousands of travellers on the move at any given time, this may be more attractive.
The fast pickup times often mean less continuity. Consultants won't know your policy nuances or individual traveller preferences unless they reference notes from previous calls or policy.
Which model is more flexible?
Corporate travel programs need agility. The ability to adapt quickly to policy changes, traveller feedback, or market shifts can determine program success. Depending on where this all falls in your priorities for your program, it can determine what kind of service model you’ll prefer.
Local or hub teams are dedicated to specific industries, segments, or clients. Making it much easier to adapt to changes, traveller needs, or program feedback. For example, if you update your policy, your local personalised travel team can apply those changes immediately. Real-time feedback loops work both ways. If consultants hear repeated complaints or mitigate the same problems consistently, it can be escalated to your travel manager right away. These teams also typically consist of experienced consultants rather than entry-level consultants, bringing informed judgment to complex situations or industry related quirks.
It’s similar in a hub environment. The only change is that the travel consultants support travellers from more than one country. Here’s an example. You’re an organisation with an office in South Africa, and you also have team members based in Mozambique, Nigeria, and Kenya. Instead of using a local team in each of those countries where you may only have a few travellers, they can all be “hubbed” and supported through South Africa. They can still book, and invoice as if they were based in the origin country, and even pay in local currency.
Call centres serving many clients at scale can't turn on a dime. Policy updates require broader approvals and implementation across multiple teams. Individual traveller preferences or feedback get lost in the volume. Change happens incrementally rather than responsively. This may also sound harsh, but to call centre consultants, your travellers’ calls are just another checkbox in their day. This is the result of a high-volume framework. No one this is necessarily bad if your program values standardisation over flexibility, and speed over culture. But for programs needing nimble responses and who prioritise relationships, it's a limitation.
Which model is more scalable?
Another important consideration when choosing your support model is how it scales with your organisation's needs and costs. The right business travel management model should be able to scale with your organisation without sacrificing the level of service your travellers need.
Call centres have numbers on their side. Hundreds if not thousands of consultants, often supplemented by remote workers, mean capacity to handle massive call volumes. This means when the next major disruption hits, someone, somewhere will be available to pick up the phone. Call centres can also scale quickly at lower costs, making them appealing when budget is the primary driver. These are all good things. But you can't expect the same level of white-glove service you get from a local of hub team. The agent who handled your booking today, will likely never hear from you again.
The common misconception is that personalised (local or hub) teams can't scale. When really, well-structured personalised teams can include up to 40-50 consultants assigned to one client, industry, or traveller segment. That's substantial capacity while maintaining consistency and expertise.
Building relationships and navigating nuances
How important is it that your travellers feel connected to the people servicing their bookings?
Another main difference between a consultant from a call centre and a personalised local or hub team is how well they will understand your travellers and program. Even on a personalised team of 40 people, it is statistically likely that a traveller will work with the same travel consultant time and time again.
Compare these scenarios:
Scenario A: Your road warrior calls to book a complex itinerary. They explain their preferences, seat requirements, and frequent hotel choices. Next time they call, they start from scratch with a different agent.
Scenario B: Your road warrior calls. The consultant recognises them, remembers their favourites and gives them two choices based on their preferences without needing reminders.
How to choose the right corporate travel service model for you
It all comes down to preferences, priorities, and needs. During your request for proposal (RFP) process, make sure to include questions that unpack how a travel management company (TMC) handles servicing. Ask for:
- How do you structure your service teams?
- What's the average experience level of consultants supporting our type of program?
- How do you handle policy updates and communicate changes to consultants?
- Can you provide customer testimonials from similar-sized programs?
- Walk me through how you'd handle [specific scenario relevant to your program
- What's your approach to managing disruptions or crises?
- How do you measure and maintain service quality?
To be transparent, FCM uses corporate travel service model that combines personalised team models combining local teams and hubs. We've found this delivers the support and human connection our clients value most. It's an investment, but the results speak for themselves and at FCM, we value our people and their expertise.
Give service a personalised touch. Let’s talk.
Frequently Asked Questions
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What is a corporate travel service model?
A corporate travel service model describes how a travel management company structures its people and resources to support a customer’s business travel program. Common models include call centres (follow the sun model), hub teams, and dedicated local teams, with each offering a different balance of speed, scalability, personalisation, and local expertise.
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What is the difference between a call centre and a personalised travel team?
The main difference is continuity and personalisation. Call centres typically allocate travellers to whichever consultant is available, while personalised teams are dedicated to a client, industry, or traveller group. This means personalised teams can build a deeper understanding of traveller preferences, company policies, and program requirements.
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Which corporate travel support model is best for a multinational company?
There is no single best corporate travel support model for every multinational company. Hub and local team models can provide greater personalisation and local expertise, while call centres can offer capacity, speed, and consistent support across large volumes of travellers. Many multinational programs use a combination of models to balance global scale with local needs.
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Can a personalised travel team still give me the speed I need?
Yes. A personalised travel team can scale by increasing consultant capacity, creating specialist teams (VIP, after-hours teams etc) or using hub structures to support additional close by markets. Personalisation does not necessarily mean having one consultant for every traveller. Larger teams can still provide continuity while supporting significant travel volumes.