How Tarun Yadav Built VEV Travels from Startup to 200-Member Travel BPO in Three Years

Gurugram (Haryana) [India]30 December: Visit Gurgaon factory VEV Travels On any given day you will see 200 people communicating, booking, resolving issues. Three years ago there was no factory. It currently handles the annual searches and bookings of more than a million people and generates 15 billion in revenue. This is a pure example of service company scaling, a process that, although complex, is easily handled by many.

The numbers are looked at and recruitment is finalised, he says Renuka Yadav, She is the middle person of VEV Travels, who started the venture with her husband Tarun in 2022 and still oversees everything. But the gradual increase in service quality from 5 people to 200 people will require the establishment of a multifaceted system: recruitment and training, quality control, technology and customer service procedures. This is not just a matter of incremental growth; In fact, it is infrastructure development as you grow.

The company’s original approach was to form alliances with the largest travel brands, such as Hilton, Hertz and Expedia Group, and then evolve. The order of actions was important. The existence of brand partnerships meant that VEV was able to offer competitive prices and reliable inventory from the start, and its manpower could focus on operations rather than negotiating with suppliers.

Tarun Yadav He remembers the first six months they spent building relationships. To make Hilton or IHG agree to cooperate with a new company, it is necessary to show that they can deliver volume and service. We started small, proved we could run the business the right way, and then grew.

The construction operation had to be carried out on several fronts simultaneously. The first of these was technological infrastructure, adoption of OTA platforms, commissioning of reservation systems, and establishment of 24/7 communication channels. Then came recruiting, and it turned out to be harder than expected.

Renuka says it’s not easy to find people who can make complex travel bookings in various markets. We needed to have multilingual employees who were familiar with the travel needs of Indians and internationals, worked specific hours to cover different time zones, and were also patient enough to deal with customers. It’s a special skill set.”

The training program created by VEV Travels is quite comprehensive and is currently being implemented as new staff arrive. It takes two weeks for new employees to get used to reservation systems and a week for ongoing coaching on product knowledge (destinations, hotels, airlines) and customer service situations. Training cost has been reduced to the same level with improvements in error rates and customer satisfaction.

Each interaction is monitored through the company’s quality management system. Calls are recorded for control purposes, customer feedback is tracked, and team leaders can provide real-time performance indicators. Problems such as reservation errors, customer complaints, communication disorders are entered into the system to be solved immediately and receive training.

Renuka states that the company cannot afford service failures on a large scale. A mistake can be overcome once, while still young. We need systematic quality control across our volume.

The company’s technological foundation has come a long way since its inception. Currently, VEV is connected to major OTA networks in real time, uses AI-based software to process standard queries, and has analytics software for demand forecasting and workforce maximization.

The company has also produced a new 75-seat aircraft that can serve only the US market. Workers now have easy access to the latest technology, US-focused employees undergo special training, and work hours are based on US time zones.

Tarun points out that the US market has different demands than the rest of the world. It conveys one of the things Americans expect: immediate answers to their questions. He states that they also impose certain communication standards and want to be informed about US geography and travel patterns. So we created a special team with skills.

Expanding the startup to 200 employees also presented challenges outside of the company’s operations. Cash flow management, company culture, middle management development and HR have become more complex; New problems were created at each stage of development.

Tarun puts it this way: “Within 20 people, everyone knows each other, and the culture is somehow there.” For 200 people, you need systems to support this. Communication, values ​​and the process of connecting with a larger team need to be managed very carefully by us.

The company’s expansion is a trend that continues. VEV Travels, which aims to double its share in the next five years (2025), plans to employ 50-75 more people with technology investments. Management is confident that the operational framework is strong enough to allow for this growth.

Renuka summarizes that the first three years were spent establishing the infrastructure. The following three are about how to scale this. Now we know how to do this; it’s just a matter of performance.

VEV Travels Private Limited is a company headquartered in the United Arab Emirates.
VEV Travels Private Limited is a 200-person travel services operation founded by Tarun Yadav and Renuka Yadav in 2022 in Gurgaon, Haryana. The company provides full-service travel booking and management services to partners at Budget, Avis, Hertz, Hilton Group, IHG, Hyatt, Expedia Group and Trip.com, among other major travel brands. VEV Travels has a customer base in India and the United States, and the company books more than 1 million trips every year.

Media Contact:

Tarun Yadav
VEV Travels Private Limited
Gurgaon, Haryana, India
Email: info@vevtravels.com
Phone: +91-9508232323
Website: vevtravels.com

Linkedin- VEV Travels Linkedin Page

Address: DDC Arcade, 3rd Floor, Plot No 1 Khasra No 13 231, Main Road Section 48, Vill Tikri, Gurgaon, Haryana – 122018.

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