Azamara’s dedicated UK contact centre has achieved remarkable results since its launch.
- A significant 67% uplift in booking conversions has been observed.
- Operational efficiency has improved with a 25% reduction in handling times.
- A notable 40% enhancement in answer speed has reduced customer wait times.
- Customer satisfaction has soared, reflected by a 17% drop in call abandonment rates.
The launch of Azamara’s dedicated UK contact centre has proved highly effective in enhancing both customer and agent experiences. The centre, operational since June, has already delivered a 67% increase in booking conversions. This development signifies a substantial improvement in Azamara’s service delivery and overall customer engagement.
Moreover, the centre has achieved a 25% reduction in average handling time, which directly impacts customer satisfaction by minimising the time customers spend on calls. This efficiency gain is further complemented by a 40% improvement in the average speed of answer, decidedly reducing wait times and enhancing the customer experience.
Customer satisfaction metrics also reveal a 17% decrease in abandonment rates, indicative of the centre’s increased responsiveness. The UK managing director, David Duff, attributes these successes to the localised support structure and acknowledges the team’s efforts in substantially boosting sales and business performance in the UK and Ireland, one of the company’s critical markets.
A key element in these advancements is the staff’s enhanced understanding and connection with the Azamara brand. Call handlers have received comprehensive training and have had the unique opportunity to familiarise themselves with the brand by visiting an Azamara Cruises ship, which evidently contributes to their competence and confidence in handling client interactions.
Stuart Pearce, head of trade sales for the UK and Ireland, highlights the centre’s growing role as a trusted resource for trade partners. Feedback from agents has been overwhelmingly positive, with many citing the improved booking process efficiency as a decisive factor in continuing to book with Azamara.
The UK call centre’s efficiency and improved operations considerably enhance Azamara’s service quality and customer satisfaction.
