News

THE First Resort has improved its conversion rate following the adoption of a new telephone system in its call centre.

The system, supplied by Fluency Voice Technology, is an automated voice answering service. An automatic voice will ask callers for basic information, such as the number of travellers and preferred airport, before passing them on to either a sales agent, voicemail or arrange for them to be called back.

The holiday retailer believes conversion rates have increased from 10% to 12% since adopting Fluency’s technology. It also claims call times by an average of two minutes.

First Resort chief executive officer David Wolfe said: “There is nothing more infuriating for customers than waiting for their call to be answered. Combining the latest speech recognition technology with an advanced call prioritisation and routing systems is an essential part of our customer relationship management strategy.”