Splitty Travel is the world’s first hotel booking platform to combine offers from multiple sources into a single, optimized package. As the business grew rapidly, its phone setup couldn’t keep up: agents lacked supervision tools, call transfers were clunky, and there was no mobile flexibility for a distributed team. With CloudTalk, Splitty tripled its team, adopted real-time call monitoring, and logged 8,500+ client calls across six international numbers — all while deploying an entirely new team remotely during the Covid-19 outbreak.
About Splitty Travel
Splitty Travel pioneered a new category in online hotel booking: instead of searching a single source, its platform combines offers across multiple providers to create unique room packages at the best available price.
The business operates globally, with customers and support needs across the USA and major cities worldwide. A high-functioning call center isn’t a nice-to-have for Splitty — it’s a core part of how the company delivers on its promise of customer-focused service.
Problem
A Growing Business With a Phone Setup That Couldn’t Keep Up
Splitty’s traction came fast. The team was expanding, new customers were arriving, and the call center was at the center of it all. But the existing phone software was making things harder, not easier.
Setting up the system took too long. Adding or removing agents was complicated. Supervisors had no way to join live calls, whisper guidance to agents, or monitor conversations in real time. And without a mobile app, agents were locked to their desks — a significant problem for a distributed global team.
Recordings existed, but not in a form that let supervisors analyze agent performance meaningfully. Reporting was thin. The visibility that management needed to run a call center well simply wasn’t there.
Splitty needed a solution that met every requirement — not most of them.
The Four Non-Negotiables
Before choosing a new provider, the team defined what they needed:
-
Easy software setup and fast agent onboarding
-
Multiple international phone numbers
-
Supervisors able to listen in, whisper to agents, or join calls in real time
-
Clear reporting on agent performance, call volume, busiest hours, and line activity
Evaluation
Looking for a Platform That Could Actually Scale With Them
Splitty’s award-winning growth meant internal processes had to keep pace. The team evaluated phone software providers against their four requirements — and wasn’t willing to compromise on any of them.
The combination of real-time supervisor involvement, flexible international numbers, strong reporting, and a mobile app proved to be a specific set of requirements that ruled out most options. CloudTalk met all four.
Solution
Real-Time Supervision, Warm Transfers, and a Team That Can Work Anywhere
Once CloudTalk was in place, three features became central to how Splitty runs its call center.
Call monitoring gave supervisors three options on every live call: listen only, whisper to the agent without the customer hearing, or join the call directly. Agents can also invite a supervisor in whenever a conversation gets difficult. That level of real-time involvement changed how quality was maintained across a growing team.
Warm call transfers let agents speak with a colleague before passing a caller over — giving the second agent the context to pick up mid-conversation, rather than starting from scratch. The result: faster resolution and a more consistent experience for the customer.
The mobile and desktop apps gave the team flexibility to work from anywhere. For a distributed team handling calls across global time zones, that mattered.
Beyond those three, IVR routing ensured callers reached the right agent automatically — in the right department, in the right language. Supervisors gained access to call recordings to track onboarding quality and coach new agents over time. And reporting gave management the visibility to understand performance by agent, by call group, and by time of day.
Results
8,500+ Calls. Six Countries. One Platform.
Splitty adopted CloudTalk while simultaneously tripling its team size and welcoming thousands of new customers.
In the three months following the rollout:
-
8,500+ inbound and outbound client calls handled
-
18,000+ minutes on inbound calls
-
22,000+ minutes on outbound calls
-
6 international numbers, all managed in one place
Then Covid-19 hit. Splitty had to stand up a completely new team, entirely remotely, on short notice. CloudTalk held up. The call center kept running, and supervisors maintained full visibility into each agent’s results without being in the same room.
First-call resolution improved. Average call duration became easier to manage. And customers could be routed to the right agent automatically — in the right language — without anyone manually directing traffic.
Takeaway
For Splitty, CloudTalk didn’t just replace a phone system. It gave a fast-growing, globally distributed team the infrastructure to scale without losing control — including through a crisis they didn’t see coming.
