Gold Medal has expanded its sales service to enable agents to make bookings outside of traditional opening hours.
The new ‘out of hours’ sales facility means they can now request quotes from the company and make bookings, when its core sales centre is closed.
The long-haul operator has set up a rota system of staff and homeworkers during the evening up to 11pm.
The service follows an eight-month trial which monitored the growing demand for quotes outside of the call centre’s usual opening hours, including an increasing number of social media requests.
During the research period 275 bookings were made out of hours, demonstrating a strong business case to make this facility available on a permanent basis.
Since introducing the new service on 1 September 2017, the operator has already taken an additional 104 new bookings.
Colin Currie, head of sales, Gold Medal and PURE LUXURY, said:
“Providing agents with the right level of support is at the heart of our business, so we’re always looking for new ways to make the booking process as efficient and customer-focused as possible. It’s clear that social media is influencing the way travellers plan their holidays so we were keen to find a way to give agents and their clients even greater confidence that we understand their needs.
“We are thrilled by the positive response that the new service has already prompted and hope our new out of hours support will ensure agents are even better placed to capitalise on sales opportunities as and when they come through.”