The luxury long-haul tour operator on Wednesday (3 January) revealed 95% of agent calls were answered in less than two minutes during peaks last year, before outlining how it wants to cut call wait times further.
General manager Gordon McCreadie said: “We have recruited additional resource who are in training now, in preparation for the busy peaks period, which will allow us to provide our agents with little to no call wait times.
“Last peaks, we answered 95% of our calls within less than two minutes, and we’re looking to improve on this for 2024.”
