A UK-based helpdesk is being created by sister lines P&O Cruises and Cunard to provide support to agents seven days a week.
The team will consist of 38 dedicated staff who are due to join by mid-April and be based within the lines’ existing UK contact centre.
The helpdesk will support agents in managing queries and issues via direct access to experts and online systems.
The new approach is intended to improve efficiencies, resolving a high volume of standard enquiries with coaching and online training.
P&O Cruises sales and distribution vice president Alex Delamere-White said: “The creation of a travel agent helpdesk will provide greater transparency to help us transform our agent interactions and processes to deliver a higher quality, more efficient service.
“The helpdesk also provides a welcome extension to our existing partnership team that will help provide individual support and training.”
Cunard UK sales director Gary Anslow said: “We know that the majority of our travel agent partner enquiries can be dealt with very efficiently via our online systems.
“By creating a dedicated, expert team the helpdesk will be able to build online capabilities and support agents with their more complex enquiries.”
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