New Azamara call centre drives 67 per cent uptick in bookings
Azamara Cruises has reported a 67 per cent increase in trade and consumer booking conversions following the launch of a dedicated UK contact centre
Since opening earlier this year, the team at the centre has been providing market-specific support and tailored guidance, which has also resulted in a 25 per cent reduction in average handling time with agents resolving customer calls more efficiently, and less hold-time.
Furthermore, the line reported a 40 per cent improvement in the average speed of answer, with a reduction in wait times, and a 17 per cent drop in abandonment rates.
David Duff, managing director at Azamara Cruises UK, said: “I’m delighted with the early success of the UK call centre, and want to thank all of the team for their fantastic efforts.
“Through investing in localised support for agents and guests across the UK & Ireland, we are able to offer an enhanced service, which is now proving to drive sales and boost business performance in our second largest market.”
In addition to training delivered by Azamara’s UK sales team, all contact centre staff have also had the opportunity to visit an Azamara Cruises ship and spend time onboard.
By experiencing the offering first-hand and meeting the guests and crew, the team gained insights and experiences that allowed them to deliver an improved level of customer service to agents and guests.
Additional announcements in 2024 have included the launch of a new agent rewards scheme, the relaunch of the Azamara World Academy and the brand’s largest ever ship visit programme in the region, which saw more than 500 agents spend time onboard Azamara ships this summer.
