Royal Caribbean will rethink its Guatemala call centre if the facility doesn’t work, agents have been assured.
Celebrity Cruises president and chief executive officer Michael Bayley said he understood agents’ concerns about the new service centre, which comes into operation in January 2014, but asked the trade to ‘give it a chance’.
Earlier this month, Royal Caribbean Cruises said its call centre in Addlestone, Surrey, is to move its operations to Guatemala, as part of a reorganisation that will also see its Royal Caribbean International, Celebrity and Azamara Club Cruises brands split into separate businesses.
Speaking at the Cruise Lines International Association UK & Ireland Columbus Day conference in Liverpool yesterday, Bayley added: "We are committed to the UK market and that commitment will continue and intensify, but we have to look at ways to reallocate resources.
"The staff in Guatemala speak good English and will be getting outstanding training but the Royal Caribbean brand is based on customer satisfaction. We will change it if it doesn’t work."
