Blue Sea Holidays provide all inclusive holidays, package holidays and last minute holiday deals. The company specialise in delivering high standards of customer service while dispensing advice on all travel matters from choosing holidays to insurance and airport parking.
Blue Sea Holidays are part of the Hays Travel Group and provide customer protection via ABTA and ATOL membership.
The Challenge
Blue Sea Holidays needed a Contact Centre solution, available daily from 8am until midnight, that would efficiently connect callers enquiring about their services to their agents, who are located across the globe.
The Solution
X-on supplied Blue Sea Holidays with a 30 user Contact Centre service, which has the advanced features required to operate a high capacity distributed call centre spread across multiple sites and countries, with inbound and outbound voice traffic. The service is ideal for Blue Sea Holidays as their agents are distributed through many countries, with a range UK numbers from X-on providing a UK presence.
The configuration of the service allows administration departments to operate on different timers to those of the sales team. Real time event monitoring software shows agents the status of the call queue and the accrual of extensive call and agent statistics assist in efficient functioning of the contact centre.
The caller navigates the system using their touch tone phone, choosing options from the main menu. Agents answering calls from more than one menu option are advised what type of call is coming in - they can then tailor their greeting accordingly. Callers on hold in queues during peak times are soothed with regular reassurance messages including confirmation of Blue Sea's ABTA and ATOL status.
Call Sales on 0333 332 0000 for more information on Hosted Contact Centre Technology.
