Tour operator call handling criticised
30/07/2008
Travel Agents remain frustrated by the call handling performance of the tour operators they have to deal with, new research shows.
A study by Travel Weekly concluded that large tour operators still need to improve the level of service offered to travel agents contacting their call centres.
The website says that in April some independent travel agents had reported waiting up to 45 minutes to speak to a call centre worker at a tour operator.
As well as preventing travel agents from doing their job effectively, this was also putting off consumers looking to book holidays, it claims.
Travel agents told the website that the situation was made worse by tour operators outsourcing their contact centres overseas.
A recent investigation by Travel Weekly found that tour operators have now improved their call handling performance, although the website insists they have further to go before travel agents are happy with the service provided.
Meanwhile, a survey by the contact centre technology supplier Avaya has revealed that the vast majority of UK business managers want 24/7 service from business to business call centres.
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