H A Y S T R A V E L NEW DIGITAL CONTACT CENTRE /////////////////
This picture made the front cover of Travel Weekly in June, as they reported on the opening of our new digital contact centre in Sunderland.
The move saw us take on 48 people to work in the contact centre after a staggering rise in social media enquiries. The team handle enquiries from platforms such as Facebook, Instagram and Twitter, as well as live chat and email. Their contact with clients is exclusively via digital channels until the point of booking, which takes place over the phone.
our digital strategy in the last two years and we’re getting a lot of clients through live chat, email and direct messages on social media.” Digital enquiries have grown by 300% in the last two years, meaning our separate call centre and homeworking division have had to step in to deal with overflow. John said: “Digital clients are a new breed of customer we’ve seen more of recently, so we need a new breed of agent to cater for them. It’s not the
same interaction as with someone who immediately picks up the phone. They are often younger, and want advice on chat before they call. Customers get to deal with the same agent from start to finish.”
A few months down the line and John says the team are trading well!
Head of digital and marketing, John Milburn, said: “We’ve invested a lot in
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