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Azamara strengthens trade support with dedicated UK call centre

Azamara Cruises

Azamara Cruises has announced that it will launch a new UK call centre in June dedicated to offering in-market support for travel agents

The call centre – which officially launches on 3 June though won’t be fully operational until 1 July – will further strengthen the boutique cruise line’s trade commitment, with the additional in-market support aiming to improve both efficiency as well as agent and guest satisfaction.

A team of 15 customer-facing agents, five internal agents, a team leader and a manager will be in place to run the operation, with calls handled from 8am-6pm Monday to Friday. Agents in North America will add further assistance in the evenings from 6pm-8pm and then 10am-6.30pm on Saturdays.

“This is another really exciting step for the company,” said David Duff, Managing Director UK at Azamara Cruises.

“As a UK Sales team, we are now reaching more agents than ever before, so it was vital that we introduced a service that would offer greater support to our growing network of travel partners.

“Having a team of call handlers that understand the nuances and needs of the UK market will be fundamental in the continued growth for Azamara”.

UK growth “extremely impressive”

Dondra Ritzenthaler, who joined Azamara Cruises as the new chief executive officer earlier this month, added: “The UK has long been a leading market for Azamara, but it’s growth in recent years under David’s leadership has been extremely impressive. The demand for a UK call centre is a testament to their hard work – as the market continues to grow.

“As I step into my new role, I remain committed to investing in our key international markets to ensure we’re constantly developing and improving our services and support.”

The new UK call centre is the most recent in a series of initiatives announced by Azamara Cruises to support agents, including virtual and face-to-face training sessions, an annual ship visit programme, the launch of a new loyalty platform that rewards travel partners who book with Azamara, and regular incentives, from competitions to uplifts.

Last year Azamara has reported its most successful sales year on record in the UK, with guest volumes up more than 20% and a revenue increase of over 30% compared with 2022.

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