56% Revenue Growth for a U.S. Entertainment Leader Through LATAM Nearshore Sales Transformation

THE CHALLENGE

Inconsistent Upsell Execution Was Limiting Revenue From High-Volume Reservation Calls

The client, a well-established U.S. entertainment and marine-life attractions company operating a chain of theme parks, marine exhibits, and educational attractions across multiple states, needed a partner aligned with its values and culture for more effective collaboration and stronger performance.

The organization was facing:

• Difficulty understanding incremental sales opportunity and meeting performance goals
• A prior partner unable to adapt, leading to disputes that affected Service Level Agreements and drove high call-abandon rates
• A need to improve answer rates across customer engagement
• Compounding staffing shortages and a misalignment with company culture

THE SKYCOM SOLUTION

A Bilingual, LATAM-Based Sales Team Built Around Conversion Discipline

SkyCom assembled a multi-disciplinary team — dedicated sales agents, quality assurance professionals, trainers, and support leaders — to rebuild the client’s reservation sales motion around measurable conversion outcomes.

Scope of services: in-house annual pass finance program support (EZ Pay), attraction and general inquiries, education-program support, and chat services — alongside bilingual reservation sales across El Salvador and Colombia.

THE RESULTS

Measurable Conversion, Productivity, and Revenue Impact

The engagement delivered measurable financial and operational improvements.

THE BUSINESS IMPACT

From High-Volume Calls to a Measurable Revenue Engine

SkyCom’s bilingual, LATAM nearshore sales model turned a high-volume reservation queue into a measurable revenue engine. The engagement enabled the client to:

• Grow revenue 56% year-over-year through conversion-led execution.
• Nearly double conversion rate while protecting guest experience.
• More than double sales value per call through value-based selling.
• Sustain revenue growth even as call volume declined 23%.
• Scale operations into a third LATAM market to absorb demand swings.