The operator launched Live Present in 2020 amid the onset of Covid-19, with the calls bringing Latin Routes’ destination experts together face-to-face with agents and their clients over Zoom.
Dennison said the initiative would definitely outlive the pandemic. “It’s one of the benefits of having had to change the way we do business during those two years," she told TTG.
The scheme sees the Latin Routes team build a “complex and detailed” PDF itinerary for the agent and their client. Then, one of the team’s specialists with knowledge of the particular country or region – whether through travel to Latin America or having lived there – presents it during a three-way agent, client and expert call.
Dennison said in the past six months, Live Present had helped Latin Routes increase conversions by 10%. “Latin America is quite a challenging destination to sell for agents who have never been to the continent," said Dennison. “We’re getting great feedback from the agents. It helps produce business and convert bookings."
She said the calls were also a great opportunity for agents to learn about the destinations and the product the operator offers. “Not every agent will take it up first time, but I’d say seven out of 10 enquiries are now going through Live Present," said Dennison. "Then, once an agent has experienced it, I’d say they’re keen to use it for all future bookings with us.”
Dennison said the decision to continue with the calls was part of an effort to make the business more visible, and to provide more support for agents.
“We’ve reintroduced our account managers," she said. "And our business development managers are back on the road. We’re being proactive about going out and supporting agents with destination training, product training and events.”
Dennison said at the beginning of the year, Latin Routes introduced new trade marketing material, including offers and how to sell guides, all of which have recently been updated. These resources are available from the operator’s trade marketing hub.
Latin Routes is also recruiting for a new business development executive in the coming months, part of plans to grow its business development team.
In addition, the operator last month launched the My Routes app for clients travelling to the region. Dennsion explained it gave clients access to their itineraries and thousands of points of interest in-destination. She said it also served as a way to create 20 to 30-page itineraries more sustainably.
"We’re getting great feedback on the app from agents, who are recommending it to their clients," Dennison added. "If there’s a time change on the flight, it’ll text you the details, it’s all up to date and live. There’s also a desktop version if clients don’t have a smartphone.”
