Azamara Cruises

29.05.2024 - 13:04 / traveldailynews.com / Theodore Koumelis

Azamara Cruises launches a new UK call center to enhance support for guests and travel agents, demonstrating its commitment to the UK market and improving service efficiency.

LONDON – Azamara Cruises – the small-ship cruise line renowned for Destination Immersion – unveils a new UK call centre that will offer in-market support for guests and travel agents based in the UK starting this June.

Demonstrating Azamara’s commitment to the UK market, the new call centre will provide localised support to help increase both the productivity and efficiency of inbound calls, resulting in greater agent and guest satisfaction.

David Duff, Managing Director UK at Azamara Cruises comments: “This is another really exciting step for the company. As a UK Sales team, we are now reaching more agents than ever before, so it was vital that we introduced a service that would offer greater support to our growing network of travel partners. Having a team of call handlers that understand the nuances and needs of the UK market will be fundamental in the continued growth for Azamara”.

The call centre will be live for external callers from 3rd June and then operating at full capacity by 1st July. The dedicated UK call centre team, including fifteen customer facing agents, five internal agents, one team leader and one manager, will handle calls from 8am – 6pm Monday through to Friday, with agents in North America assisting in the evening from 6pm – 8pm, and then 10am – 6.30pm on Saturdays.

Dondra Ritzenthaler, who joined Azamara Cruises as the new Chief Executive Officer this month adds: “The UK has long been a leading market for Azamara, but it’s growth in recent years under David’s leadership has been extremely impressive. The demand for a UK call centre is a testament to their hard work – as the market continues to grow. As I step into my new role, I remain committed to investing in our key international markets to ensure we’re constantly developing and improving our services and support.”

The new UK call centre is the most recent in a series of initiatives announced by Azamara Cruises to support agents, including virtual and face-to-face training sessions, an annual ship visit programme, the launch of a new loyalty platform that rewards travel partners who book with Azamara, and regular incentives, from competitions to uplifts.

Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.