Royal creates dedicated call centre teams in Guatemala

Royal creates dedicated call centre teams in Guatemala

Royal Caribbean Cruises has pledged to improve service levels for the trade by restructuring its call centre in Guatemala.

The line is creating dedicated teams for its Royal Caribbean International and Azamara Club Cruises brands at its sales facility in the Central American country.

Since the operator set up the centre in 2013, staff in Guatemala have handled calls for both brands.

But from December 1, Royal Caribbean International will be looked after by a 129-person team and Azamara by a 12-strong team.

In the past two years, agents have criticised the call centre for poor customer service, with some staff said to have been unable to handle more than basic enquiries.

Richard Twynam, Azamara’s UK managing director, said: “The call centre was something we were getting feedback on.

“It was one of the three main points raised at our agent panel and we wanted to address that.

“Before, it was a mixed team ?for both lines, but moving forward we will have a dedicated group. The UK team was able to handpick the people. I believe the call centre is going to get a lot better.”

To ensure the transition goes to plan, a member of the Azamara team in the UK will visit Guatemala this month.

Sales for Celebrity Cruises, Royal’s third main brand, are handled by an office in the UK.

Twynam said agents had also asked for more opportunities to experience the brand’s “destination immersion” tours and next year the line will host its first UK agent-only Azamazing Evening.

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