TITLE

Thomson reaps benefit of its virtual call centre

AUTHOR(S)
Dennis, Juliet
PUB. DATE
May 2007
SOURCE
Travel Weekly (UK);5/4/2007, p10
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
34778099

 

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