After opening its UK-dedicated contact centre in June, Azamara has boosted its booking conversions by 67% across trade and consumer channels, with agent call handling time down 25%
On a recent visit to the centre, David Duff, managing director, 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."
As well as the 25% call handling time reduction and 67% increase in booking conversions, the call centre has improved the average speed of answer by 40% and reduced the call abandonment rate by 17%.
Stuart Pearce, head of trade sales, 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 with Azamara Cruises, will be a major motivator in choosing to book with us again, which is fantastic news!"
Last month, Travel Bulletin heard from Azamara's new CEO Dondra Ritzenthaler, who said the cruise line's "sweet spot" is key to its success.
