Scaling High-Touch Travel Service Without Increasing Costs
Monster Reservations Group (MonsterRG) is a U.S.-based travel and timeshare service company that depends on high-volume outbound and inbound calling to confirm bookings, qualify leads, and deliver white-glove customer support.
With over 300 staff members, their service model required:
- massive outbound volume,
- constant confirmations and follow-ups,
- and a consistently high-quality customer experience.
But the traditional outbound calling model had limits:
- every new hire added cost and complexity,
- repetitive confirmation calls consumed hours of agent time,
- scaling required more headcount,
- and quality had to be maintained despite increasing volume.
MonsterRG needed a way to scale operations, increase booking confirmations, and support more travelers without sacrificing customer care or expanding the team.
AI-Driven Confirmation and Outreach at Scale
MonsterRG partnered with Bland AI to automate large portions of their call workflows — particularly confirmations and customer outreach.
By integrating Bland:
- repetitive call flows are fully automated,
- AI agents handle confirmations and follow-ups end-to-end,
- human staff focus on complex or sensitive interactions,
- outbound capacity expands immediately without new hiring,
- and customer experience remains consistent across large call volumes.
Bland integrates directly with MonsterRG’s calling systems, enabling:
- scalable outbound engagement,
- automated confirmation calls with high accuracy,
- nuanced follow-up questions,
- and high-quality interactions that match human standards.
The result is a system that boosts productivity while preserving the “high-touch” service MonsterRG is known for.
25% Higher Capacity, Thousands of Confirmations, and Instant Scale
Implementing Bland delivered measurable, high-impact results across MonsterRG’s call operations:
- Outbound calling capacity increased by 25% right out of the gate.
- Thousands of customer confirmations were completed through AI-powered agents.
- Over 1000+ tours have been scheduled through automated outreach.
- AI agents now handle up to a quarter of all confirmations, at a fraction of the cost per hour.
- Show-up rates remain within 10% of human agents, matching expected quality standards.
- MonsterRG can now handle thousands of calls per day without adding headcount.
- The team reallocates human agents to complex, high-empathy interactions while AI manages repetitive tasks.
- Scaling no longer requires expanding staff — automation absorbs the additional volume effortlessly.
With Bland, MonsterRG successfully balances human-level quality with machine-driven scale, raising service expectations across the travel and timeshare industry.
