The travel e-commerce platform Booking.com, headquartered in Amsterdam (Netherlands), opened a new customer service center in Tourcoing on Friday, October 2019, within the Lille metropolitan area.
Lille’s agency: a partner to Booking.com
In 2011, Booking.com was in heavy growth mode and looking for the ideal location to open one of nine new European customer service centers. In number of visits, France is the world’s leading tourist destination and was an obvious strategic choice for the company. By selecting a French location, the company was building a presence directly in the center of its expanding market. In 2011, Booking.com was in heavy growth mode and looking for the ideal location to open one of nine new European customer service centers. In number of visits, France is the world’s leading tourist destination and was an obvious strategic choice for the company. By selecting a French location, the company was building a presence directly in the center of its expanding market.
When Booking.com first expressed an interest in Lille, Lille’s agency and its partners engaged in discussions with the company and demonstrated why it made good business sense to establish a presence in the Lille metro area. Over a period of several months, Lille’s agency’s business and relocation experts assisted Booking.com with researching appropriate sites, refining its recruitment process and investigating relevant legal issues. Lille’s agency provides sustainable, long-term support to facilitate and expedite companies’ integration into Lille’s business scene, helping to greatly increase their success rate.
Leading European customer service center
Booking.com’s excellent performance has, since 2018, led to a desire to expand and enlarge its offices while preserving local ties with the city of Tourcoing. Eighteen months later, the company opened its new location in Tourcoing. Jean Yves Le Drian, the French Minister of Europe and Foreign Affairs, and Gérald Darmanin, the French Minister of Public Action and Accounts, helped celebrate the occasion.
Tourcoing et la France sont attractives !
Avec @JY_LeDrian nous inaugurons aujourd’hui les nouveaux locaux de @bookingcom France à #Tourcoing.
Avec l’objectif de dépasser les 800 salariés d’ici mi-2020, le site deviendra potentiellement le plus grand service client d’Europe. pic.twitter.com/5WXiMgQeqG
— Gérald DARMANIN (@GDarmanin) October 4, 2019
Swelling from 75 employees in 2011 to more than a predicted 850 by the end of 2020, the Tourcoing office has become this online hotel reservation giant’s largest customer service center in Europe. The city of Tourcoing is proud to host such an international success story, where more than 26 of the 43 languages offered by Booking.com to its customers throughout the world are represented. This impressive linguistic diversity and dynamic labor force allow the company’s account managers and sales staff the flexibility of working in shifts covering from 7:00 a.m. to 11 p.m. CET, in conjunction with Booking.com offices in Asia and the United States to be able to follow the rhythm of global business.
Hard numbers confirm this northern city’s position as a leader when compared to competing European locations and prove Tourcoing and Lille’s appeal to the international business community.
A greater Delta
The new customer service center is located in a 6,200-square meter space and has been baptized “Delta.” Designed by architects in COFELY’s Lille office, the building is located close to Tourcoing’s SNCF station and the metro stop of the same name. In this neighborhood that is undergoing rapid change, Booking.com has found the perfect location as it expands and one that allows it to sustainably contribute to the local scene that attracted the company initially.
After 18 months of construction, it is the unique concept of a border around a patio that draws the visitors’ eye. If, on the outside it is this modern look that catches attention, inside, it is the stark design that impresses. The building was specifically created to encourage communication and easy collaboration. Employee well-being was a primary concern of Booking.com and ceilings were purposely left bare to reduce noise levels. Wide open spaces and inviting decor in the common areas create a pleasant environment in which to work.
An architectural feat accomplished within a tight timeframe, this endeavor was fully financed by Foncière de l’Érable (Crédit Agricole) and will support Booking.com’s continued growth.