Small ship line Azamara Cruises has highlighted the successes of its new dedicated UK contact centre, which opened this summer.
Opened in June 2024, the company says it is delivering results for agents and guests in the UK & Ireland.
Since launch, the team have been providing market-specific support and guidance, with an improvement in key call centre performance metrics.
This has led to a 67% increase in booking conversions (trade and consumer), and a 25% reduction in average handling time.
It says agents have resolved customer calls more efficiently a reduction in wait times
Azamara has also seen a 17% 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. Through investing in localised support for agents and guests, we are able to offer an enhanced service”.
All contact centre staff have spent time onboard and Azamara ship.
Stuart Pearce, Head of Trade Sales UK & Ireland at Azamara Cruises added: “The contact centre has become a trusted resource for our trade partners and a valuable asset to our team.”
