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25 Apr 2018

BY Tom Paz

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If Only plans tech overhaul

If Only plans to improve its technology systems to “enhance speed and efficiency” when working with agents.

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If Only is currently looking at installing a system to measure caller waiting times for its contact centre and would also explore bringing in software to “speed up” its internal call flow

Andy Freeth, the luxury operator’s newly installed chief executive, spoke to TTG ahead of a brunch event in Glasgow on Wednesday April 25 to celebrate its “exciting next chapter”.


Freeth said If Only was currently looking at installing a system to measure caller waiting times for its contact centre and would also explore bringing in software to “speed up” its internal call flow.


“We need to make sure we’re offering a service that our luxury agents deserve,” he said.


Freeth added If Only would also be aiming to “ramp up” the number of agent fam trips it offered and look to give the trips “a bespoke holiday feel”.


“We want agents to experience the product and destination the way a customer would, so it’s a case of freeing the reins and making them more about the destination.”


The operator is on a recruitment drive with “plenty of opportunities” available within the company’s contact centre and destination teams.


“Gordon and Tracy have been on fire talking to people who want to work with us, so it is up to us to make sure we can meet that demand,” said Freeth. “We’re hoping to always be a business that is continually able to grow.”


Around 40 trade partners were invited to meet If Only founder Brendan Maguire alongside Freeth and other members of the operator’s senior management team – including sales and marketing director Gordon McCreadie and business development director Tracy Docherty on the morning after the Scottish Passenger Agents’ Association’s annual dinner.


“It’s a great chance to reconnect with the Scottish trade after our break, meet some old friends and make new ones,” said Freeth.

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