Azamara Cruises New UK Contact Centre Drives Exceptional Results

Azamara Cruises, the small ship cruise line and leader in Destination Immersion® experiences, is pleased to share that its dedicated UK contact centre, which opened in June 2024, is delivering exceptional results for agents and guests in the UK & Ireland.

Since launch, the team have been providing market-specific support and tailored guidance, which has resulted in a substantial improvement in key call centre performance metrics, including a 67% increase in booking conversions (trade and consumer), as well as the following:

• 25% reduction in average handling time with agents resolving customer calls more efficiently, and less hold-time
• 40% improvement in the average speed of answer, with a reduction in wait times
• 17% drop in abandonment rates, reflecting the improved responsiveness and efficiency

David Duff, Managing Director at Azamara Cruises UK (pictured above during a recent team visit to the contact centre), comments: “I’m delighted with the early success of the UK call centre, and want to thank all of the team for their fantastic efforts. Through investing in localised support for agents and guests across the UK & Ireland, we are able to offer an enhanced service, which is now proving to drive sales and boost business performance in our second largest market”.

A key driver for this success has been the call handlers’ understanding and connection with the brand and product. In addition to comprehensive training, delivered by the Azamara UK Sales Team, all contact centre staff have also had the opportunity to visit an Azamara Cruises ship and spend time onboard. By experiencing the offering first-hand and meeting the guests and crew, the team gained valuable insights and experiences that has allowed them to deliver the highest level of customer service to agents and guests, on a consistent basis.

Stuart Pearce, Head of Trade Sales UK & Ireland at Azamara Cruises (also picture above), adds: “Since its launch, the contact centre has become a trusted resource for our trade partners and a valuable asset to our team. The response from agents has been overwhelmingly positive, with many stating that the improved efficiency and proficiency of the booking experience with Azamara Cruises, will be a major motivator in choosing to book with us again, which is fantastic news!”.

Additional announcements in 2024 have included the launch of a new agent rewards programme, the relaunch of the Azamara World Academy, an engaging and educational online programme that aims to provide agents with the tools to effectively sell Azamara Cruises, and finally, the brand’s largest ever ship visit programme in the region, which saw over 500 agents spend time onboard Azamara ships this summer.

For more information on Azamara Cruises, please visit www.azamara.com.