Azamara Cruises is taking a significant step to enhance its service by opening a new call centre in the United Kingdom. This strategic move aims to provide more localised support to travel agents in the region.
Beginning June 3, the centre will start handling external calls, with full operational capacity expected by July 1. This development signals Azamara’s commitment to improving the efficiency of inbound calls while boosting customer and agent satisfaction.
The introduction of Azamara’s UK call centre is set to provide localised support, significantly enhancing the service experience for agents. This initiative is designed to increase productivity and efficiency of inbound calls, contributing to heightened satisfaction levels among both agents and customers.
Staffing the call centre are 22 dedicated professionals, comprising 15 customer-facing agents, five internal agents, along with a team leader and a manager. Their operational hours are between 8am and 6pm from Monday through Friday, ensuring comprehensive support throughout the working week.
To extend assistance beyond these hours, North American agents will cover calls from 6pm to 8pm on weekdays and from 10am to 6:30pm on Saturdays.
David Duff, the Managing Director for Azamara in the UK, expressed excitement about the new development. He noted that the UK sales team is now reaching more agents than ever, making this advanced support structure essential.
Duff emphasised, “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.” His statement underscores the company’s strategic focus on adapting to local market dynamics.
Dondra Ritzenthaler, the new chief executive of Azamara, recognised the impressive growth under David’s leadership, indicating that the call centre is a testament to hard work and market expansion.
The UK has consistently been a vital market for Azamara, with its importance growing under focused leadership. As demand escalates, Azamara is investing in strengthening its support infrastructure to maintain its competitive edge.
Ritzenthaler, in her recent role, reiterated her commitment to investing in key international markets. Ensuring that Azamara’s services continuously evolve is crucial for sustaining market leadership.
The new UK call centre is only part of Azamara’s broader strategy to enhance its service delivery. The company also plans to expand its fleet, as indicated by recent announcements from the leadership.
This expansion reflects Azamara’s strategic vision to meet increasing demand in the cruise industry, while continuing to deliver high-quality experiences to their clients.
The establishment of the call centre is a proactive initiative demonstrating Azamara’s dedication to growth and excellence in customer service.
Azamara’s focus on localised, knowledgeable support aligns with its broader objectives of enhancing service quality and expanding its market reach.
Azamara Cruises’ introduction of a UK-based call centre marks an innovative step in its operational strategy, aimed at providing exceptional support and fostering growth.
The strategic move to open a call centre in the UK is indicative of Azamara Cruises’ commitment to service excellence and market expansion. This initiative, along with future growth plans, underpins Azamara’s dedication to delivering superior experiences to customers and agents alike.
