American Express Global Business Travel will transition more of its front-line travel counselors to its home-based, virtual network.
The company said the transition follows a multi-year pilot program in which nearly 25% of its travel counselors have already moved to the virtual network.
American Express said no travel counselor positions will be eliminated as part of the transition.
"Our business travelers' needs are becoming more complex, and unexpected events create increased servicing demands," said Julie Bottner, executive vice president of global service delivery for American Express Global Business Travel. "Thanks to advancements in technology, virtual servicing is a viable, thriving option that will benefit our clients tremendously.
"Virtual servicing allows us to better manage service levels through volume fluctuations, increases our ability to provide immediate and around the clock support during emergencies or travel disruptions and improves our access to a more experienced and engaged workforce."
Bottner said the results of the pilot have been "very positive."
"Clients working exclusively with virtual servicing teams reported higher satisfaction levels, and our employee engagement and loyalty results increased," she said.
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