Vacation Ownership & Timeshare
Expert sales talent turning reservation calls into booked tours and new owners.
Expert sales talent turning reservation calls into booked tours and new owners.
Vacation Ownership Sales Outsourcing
Package Sales & Tour Generation
Inbound Transfer Sales
Reservation calls become prepaid vacation packages that obligate a tour, held to your quality criteria.
Outbound Owner Activation
Unbooked weeks, expiring points, and dormant members become scheduled stays and tour-ready visits.
Appointment Setting & Confirmation
Qualified buyers land on your closers' calendars, chased through to the room so show rate holds.
Mini-Vac & Package Upgrades
Bigger baskets and higher value per guest, sold consultatively to criteria instead of raw count.
Win-Back Campaigns
Cancelled packages and lapsed owners get a respectful, compliant second conversation.
Tour Show-Rate Management
Confirmation cadence, reminders, and reschedules managed as levers, not luck.
Owner Services & Care
Owner & Member Services
Reservations, changes, points questions, and account care without a handoff.
Reservations & Booking Changes
Dates moved, nights added, accommodations customized on the first call.
Retention & Saves
Cancellations become reschedules and at-risk owners stay owners.
Care-to-Revenue Upsell
Agents trained to read the guest and make an educated suggestion.
Billing & Payments Support
PCI-compliant payment handling across all twelve requirements.
Accessibility Support
ADA-compliant service on every channel.
Quality & Compliance
Daily Call Scoring
Every call scored against weighted buckets, sales and non-sales, feeding coaching.
TCPA & DNC Compliance
Outbound protocols engineered for this vertical, because your brand rides on every call.
PCI Payment Security
Card handling compliant across all twelve requirements.
Brand-Standard Monitoring
Client-specific quality advisors and continuous call calibrations.
Automated QA at 100%
Hugo's AI layer scores every interaction, not a two percent sample.
Recorded & Auditable
Calls your legal and compliance teams can stand behind.
Back Office & Digital
Case Management & Fulfillment
The admin behind the contact, run through Hugo's platform.
Chat, Email & Social Support
Same trained team, non-voice channels.
CSAT & NPS Programs
Post-contact surveys that close the loop.
Clearview Scoreboards
Real-time dashboards per client, team, and agent, with an API feed.
Data Entry & Cleansing
Owner records kept clean and actionable.
Analytics & AI
Hugo's automation layer on top of the floor your program runs on.
We've got you covered...
Everything you need to fill tour calendars, activate owners, and grow revenue, with the speed, security, and quality your brand demands.
Onshore US floor + global reach via Hugo
Founded inside vacation ownership in 2009
301 production seats, 2M+ calls a year
PCI compliant across all 12 requirements
TCPA protocols built for consumer sales
Launch in 90 days or less (26-day record)
3x Contact Center of the Year
Clutch.com Champion
Globally recognized as a top BPO company for industry expertise and ability to deliver exceptional results.
Featured Stories
Insights from the teams driving revenue.
Paula Weeks Hospitality Director, FIFA '26 Read the interviewPaula Weeks on turning traditional vendor relationships into strategic partnerships, from Coca-Cola to FIFA '26 hospitality.
Read the articleTraffic is only half the battle. Converting and retaining buyers takes fast, flawless communication, which is exactly where outsourced sales support pays off.
Featured Stories
Insights from the teams driving revenue.
How does it work?
We source, train, and deploy your dedicated vacation package sales floor.
1. Deep dive into your goals and team structure.
We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.
2. We design a customized solution for you.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
Discover why vacation ownership brands choose Hugo.
From regional resorts to global vacation ownership brands, we make scaling consumer sales effortless.
We’re always on, always responsive and always have trained backup agents for uninterrupted coverage.
We've mastered your tool stack and we’re ready to work from day one.
Security Overview
Hugo is committed to protecting your business with enterprise-grade security. Whether it’s your critical infrastructure, sensitive data assets, privacy rights, or overall customer trust, we’re dedicated to security and resilience and giving you the best possible service.
Business Continuity / Disaster Recovery
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Geo-redundant centralized data centers
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Dual MPLS WAN via multiple carriers
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Carrier grade disaster recovery
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Voice via PSTN TFN/DID, TDM, VoIP, or SIP (SBC)
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Regular testing ensure readiness
FAQs
We run the full consumer sales motion: inbound and transfer call handling, outbound package sales, day drive tour generation, owner upgrades and cross-sell, referral programmes, tour no buy follow-up, renewals, win-back and service-to-sales.
Both. We staff inbound and transfer programmes so warm callers reach a trained closer, and we run outbound against your lead files, owner base, event lists and lapsed segments.
Agents work to your scripts, offers and disclosures. Calls are scored against weighted quality criteria, with coaching and calibration built into every cycle so quality holds as volume grows.
From scoping call to a calibrated pilot in as little as two weeks. We map your offers, build the script and scorecard, then run a pilot before volume ramps.
Compliance is engineered into the workflow: disclosure adherence checks, DNC and consent discipline, script and rebuttal control, and complaint and escalation review, with an audit trail on every call.
Yes. We work in your systems rather than asking you to adopt ours, including CRM, dialer and reporting stack, with clean disposition so your data stays usable.
Against the metrics your sales floor already runs on: contact rate, conversion, tour bookings, show rate, deposit collection and quality scores, reviewed weekly.
Yes. Most programmes begin with a focused pilot on one motion or one list so you can measure quality and conversion before committing to a larger team.