Azamara hails performance of dedicated UK call centre

A dedicated UK contact centre opened by Azamara Cruises this summer is delivering “exceptional results” for agents and consumers, the line has claimed.

The small ship line reported a 67% increase in booking conversions since the centre covering the UK and Ireland opened in June.

The company has also seen a 25% reduction in average handling time and less hold-time; a 40% improvement in the average speed of answer, with a reduction in wait times; and a 17% drop in abandonment rates, “reflecting the improved responsiveness and efficiency”.

UK managing director David Duff 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.”

A key driver for the performance has been the call handlers’ understanding and connection with the brand and product.

Contact centre staff have had the opportunity to visit an Azamara Cruises ship and spend time on board in addition to training.

UK & Ireland head of trade sales Stuart Pearce added: “Since its launch, the contact centre has become a trusted resource for our trade partners and a valuable asset to our team. 

“The response from agents has been overwhelmingly positive, with many stating that the improved efficiency and proficiency of the booking experience will be a major motivator in choosing to book with us again.”