Travel 2 has appointed ambassadors for different products within its call centre to answer specialist questions from agents.
The tour operator has replicated the system used by sister company Gold Medal after initial trial.
Ambassadors will be the main point of contact for certain partners and will have regular meetings with suppliers and destinations to find out the latest news and promotions.
So far, ambassadors have been appointed for brands including Princess Cruises, Norwegian Cruise Line, MGM Resorts, Atlantis The Palm, Dubai, Destination New South Wales, Centara and Universal Orlando Resort.
They will provide detailed information or give itinerary advice when agents request it from Travel 2.
Lisa McAuley, managing director B2B tour operations, dnata Travel Europe, said: “Gold Medal has had its ambassadors in place for a number of years, and we realised it was a brilliant way of making call centres much more efficient.
“Each ambassador becomes the go-to person for specific advice. If a complicated query comes in, it can be passed on to them quickly. It is a great way of ensuring our agent customers are getting the best information so they can make the appropriate recommendations to their clients.
“Also, it has helped us build team spirit even further. People like having the responsibility, being a champion for their product and to share knowledge with their colleagues in the team.
“We are encouraging staff to step up if they have a passion. We want our employees to be proud of their achievements and provide the best service, so this is a great initiative.”
Universal ambassador Clare Joyce said: “I am kept up-to-date on all the latest news, which I share with my colleagues. I’ve also been encouraging people to complete Universal’s training course.”
Mike Wilkes, Atlantis, the Palm ambassador, said: “[Being an ambassador has] allowed me to help the rest of the sales floor to keep up-to-date with all new promotions and features around the hotel.”
Centara ambassador Mhairi McGuinness added: “Being a point of contact means I can help with things like room configurations, any ongoing offers and also contact the supplier directly to quickly turn around any queries.”
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