Case Study - Blue Sea Holidays

PhonePresence Call Centre Service

Blue Sea Holidays provide all inclusive holidays, package holidays and last minute holiday deals. X-on supply a 30 user PhonePresence Call Centre Service which connects callers with agents in multiple locations. Blue Sea Holidays have been clients since 2007.

Blue Sea Holidays are part of the Hays Travel Group and provide customer protection via ABTA and ATOL membership. The company has been established in the travel industry for over 25 years and specialise in delivering high standards of customer service while dispensing advice on all travel matters from choosing holidays to insurance and airport parking.

The service is available every day from 8am until midnight offering bargain holidays to destinations worldwide, from package holidays in Majorca to all inclusive holidays in Egypt.

Multiple Agent Locations

PhonePresence Call Centre has the advanced features required to operate a high capacity distributed call centre spread across multiple sites and countries, with inbound and outbound voice traffic. The service is ideal for Blue Sea Holidays as their agents are distributed through many countries, with a range UK numbers from X-on providing a UK presence. The configuration of the service allows administration departments to operate on different timers to those of the sales team.

Real time event monitoring software shows agents the status of the call queue and the accrual of extensive call and agent statistics assist in efficient functioning of the virtual call centre.

The caller navigates the system using their touch tone phone, choosing options from the main menu. Agents answering calls from more than one menu option are advised what type of call is coming in - they can then tailor their greeting accordingly. Callers on hold in queues during peak times are soothed with regular reassurance messages including confirmation of Blue Sea's ABTA and ATOL status.