With the travel industry more competitive than ever, Scotland’s Cruise Centre’s (SCC) success as a provider of luxury cruises is dependent on its ability to provide the kind of service that their customers talk about to friends and family. SCC’s concierge experience is a service that provides specific customers with dedicated agents, from the point of initial enquiry, up until departure, through to after-sales service.
Previously, the business was unable to provide management with access to real-time telephony reporting. Since deploying NewVoiceMedia’s ContactWorld solution, Scotland’s Cruise Centre can now manage all calls coming into its contact centre and route customers directly to their own concierge, while agents are able to log-on remotely and work from home when necessary. Customer complaints and call abandonment have been reduced and workers have far greater job flexibility. Because the technology was integrated with Stewart Travel’s CRM system, the roll-out was completed within days and the time spent on performance management has been reduced with the use of automated reports.
Willie Stewart, Stewart Travel Group Ltd founder, said: “With NewVoiceMedia’s cloud technology, we’ve been able to increase the effectiveness of our contact centres and provide unbeatable service to our customers. Reports showing call handling rates are now available at the click of a mouse, which means we can spend more time booking cruises rather than on administration. As a result, we’ve increased customer conversion rates and we’re answering and handling calls quicker than ever before. ContactWorld has added real value to our business.”
Jonathan Gale, CEO of NewVoiceMedia, added, “Because it’s cloud-based and can be deployed quickly and cost-effectively, ContactWorld is able to help companies like Stewart Travel transform their business in record time. We believe that cloud services will change the way call centres work, enabling staff to switch between working from home and the office whenever they choose without any interruption or inconvenience. For businesses like Stewart Travel, this represents a huge opportunity to grow their business and reduce capital expenditure, but more importantly they can offer something that’s invaluable to their customers– excellent service, every time they call.”