Riviera Travel has introduced a specialised contact centre team aimed at improving service for travel agents. This dedicated team will exclusively handle agents’ enquiries and bookings.
Located at Riviera’s head office, the new team reflects a strategic move to strengthen agency relationships and offers tailored support. The initiative is part of Riviera’s broader effort to enhance collaboration with trade partners.
Enhancing Trade Communication
Riviera Travel has taken a proactive step in strengthening its relationship with travel agents by launching a trade-dedicated contact centre team. This team of four professionals will exclusively manage agent enquiries and bookings. Previously, all calls were handled on the same line, but the new setup aims to provide focused support for their partners in the industry. As Thomas Morgan, head of trade, emphasized, “, agents are central to the success of Riviera,” highlighting the strategic importance of this development.
Team Composition and Leadership
The new team has been composed entirely of internal hires, bringing together Matt Anthony, Beverley Darmanin, Diane Ibson, and Elizabeth Monk. These individuals will report to Amy Joy, the sales team manager. This internal hiring strategy ensures that the team is already familiar with the company’s values and operations, thus facilitating a smooth transition into their new roles.
The contact centre operates from Riviera’s head office in Burton-on-Trent, with working hours designed to accommodate the needs of travel agents. It is operational Monday through Friday from 9:00 to 17:30, and on Saturdays from 9:00 to 17:00. Sunday enquiries can be managed through Riviera’s existing channels from 10:00 to 16:00.
Aligning with Broader Company Initiatives
The establishment of the new contact centre is aligned with Riviera Travel’s broader campaigns and initiatives. These efforts include trade-only promotions and the recent creation of a travel agent engagement committee, designed to influence future trade support strategies. Morgan stated, “We want frontline agents to be able to build relationships…whenever they have a related question or booking enquiry.”
This approach highlights Riviera’s commitment to long-term partnerships with travel agents. The introduction of the trade-dedicated team is a clear example of Riviera’s strategy to enhance its collaboration and communication efforts with trade partners.
Back in April, Riviera launched a travel agent engagement committee, which has been instrumental in shaping these support strategies. This initiative demonstrates Riviera’s understanding of the importance of agent feedback in enhancing service delivery.
Operational Accessibility and Efficiency
Riviera Travel has prioritized accessibility in its operational strategy. The contact centre’s working hours are specifically tailored to provide maximum support during the busiest times for travel agents. By dedicating resources to a trade-specific line, Riviera aims to improve response times and service efficiency.
This operational structure is set to enhance customer service quality by enabling more focused and prompt handling of agent inquiries. The dedicated team is expected to facilitate quicker communication, thereby optimizing the booking process and fostering better agent relationships.
Promotion Within Riviera Travel
Sarah Fowler’s recent promotion to marketing director is another shift indicating Riviera’s commitment to internal growth and leadership development. Her new role is anticipated to bring fresh perspectives and strategies to the marketing department.
The promotion aligns with the company’s internal hiring philosophy, reflecting a culture that values growth from within. This strategic move is expected to further bolster marketing initiatives and drive the company’s trade-focused campaigns.
Future Outlook and Strategic Plans
Looking ahead, Riviera Travel is poised to continue its emphasis on strengthening trade relationships. The trade-dedicated contact centre is part of a broader strategy to streamline operations and enhance agency support.
In line with these goals, Riviera plans to continually assess and adjust its strategies to meet the evolving needs of the market. This dynamic approach ensures that the company remains at the forefront of trade support in the travel industry.
Conclusion
Riviera Travel’s establishment of a trade-dedicated contact centre marks a significant enhancement in its service to travel agents. By focusing on agent-specific support and internal growth, Riviera aims to fortify its partnerships and maintain its competitive edge within the industry.
The creation of the trade-dedicated contact centre by Riviera Travel represents a pivotal step in boosting its support for travel agents. The initiative underscores Riviera’s dedication to collaborative partnerships and superior service provision.
