Riviera Travel has unveiled a specialised contact centre team to cater solely to trade agents.
- This new team, consisting of four members, will focus exclusively on managing agent enquiries and bookings.
- Previously, Riviera combined customer and agent calls on a single line, which has now been optimised.
- The team operates from Riviera’s head office in Burton-on-Trent with extended weekly support hours.
- All new team members were hired internally and will report to Amy Joy, the sales team manager.
Riviera Travel has launched an innovative contact centre team dedicated exclusively to addressing the needs of trade agents. This initiative underscores the company’s commitment to enhancing its trade relationships by ensuring that enquiries and bookings through agents are handled by a focused team. The newly created team, composed of four experienced individuals, signifies a strategic shift from a previously combined communications system where both agent and customer calls were managed on the same line.
The team operates from Riviera’s head office located in Burton-on-Trent, and their availability spans Monday to Saturday, with additional support accessible on Sundays. The shift to a trade-dedicated system is designed to improve efficiency and response times, ensuring a more seamless experience for agents engaging with Riviera Travel.
All members of this specialised team have been sourced internally, bringing with them a wealth of knowledge and experience within Riviera’s operational framework. They will report to Amy Joy, the sales team manager, to ensure alignment with the company’s broader sales and communication strategies.
Thomas Morgan, Riviera Travel’s head of trade, has stated the importance of this move, emphasising the central role of agents in Riviera’s success. He articulated the aim of building stronger communication channels with agents to foster relationships that are both easy and effective. Morgan’s comments highlight ongoing campaigns and initiatives that the team will support, including a trade-only, door-to-door promotion.
In addition to this development, Riviera has embarked on broader strategic initiatives, such as launching a travel agent engagement committee earlier this year to influence future trade support, and the promotion of Sarah Fowler to marketing director, underscoring the company’s proactive stance in refining its trade operations.
Riviera Travel’s establishment of a trade-focused contact centre represents a significant commitment to enhancing agent partnerships.
