Thomson and First Choice prepares to take millionth call
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UK holiday giant Thomson and First Choice is preparing to take the one millionth call on its 24/7 Holidayline, six years after it took its first call.
The Holidayline gives Thomson and First Choice customers support throughout their holiday and receives calls, text messages and emails
Kathryn Ward, director of retail, financial services & contact centres for Thomson and First Choice said: “We are really excited about our 24/7 Holidayline taking its millionth call. It proves that this is an extremely valuable service to customers and it is just one of the many ways in which we are ensuring we provide the best possible service to our customers.
“With countries all over the world operating in different times zones, it’s important to have support for customers round the clock in a way which suits them, whether that’s email, text, phone or face to face. The team is always on hand to help. It doesn’t just stop at the Holidayline either, our social media team is now also 24/7 so customers can get hold of an advisor, regardless of the time of day, in the most suitable or convenient way for them. ”.
Holidayline’s five most common queries are:
1. Can I extend my holiday? More people than you might think like their holiday so much that they seriously ask about staying on.
2. Questions about excursions. What’s available near the resort? What shoes should I wear for the walk? A huge amount of calls come in with people wanting more information on shore excursions.
3. Missed a transfer, or just want to check what time it is? The Holidayline team receives hundreds of queries regarding transfer times, pick-up spots etc.
4. What’s the weather like? Customers want to plan their holidays around the weather so ringing up for a weather report might not be as unusual as you may first think.
5. Where is the nearest….a huge amount of calls are from clients asking for local resort information. Whether it’s a restaurant recommendation or transport links.
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