Thomson reaps benefit of its virtual call centre

Dennis, Juliet
May 2007
Travel Weekly (UK);5/4/2007, p10
Trade Publication
The article reports on increased conversion rates at Thomson Holidays since the launch of its virtual call center (VCC) in September 2006. The travel operator started routing telephone calls for Portland and Thomson Holidays' direct and offline bookings and Thomson TV to high-street agents before rolling the VCC out across its shop network. According to head of call centres and VCC Lorraine Dempsey, from September to May the conversion rate had increased by 2 percent, representing around 18,000 sales.


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