Thomson has apologised to agents after glitches in its call centre technology meant callers were cut off or left hanging on the line for hours.
The company sent out an internal communication apologising for delays that hit its own agents as well as independents trying to book through its service centre.
Initially it blamed the centre’s relocation from Glasgow and new staff until it identified technology glitches.
Sales director Derek Jones, left, said: “We’ve apologised to staff as our own agents go through the same number. We’ve had a couple of technical glitches which we are working hard to iron out.”
One agent complained of waiting three and a half hours without an answer.
The centre now has a 10%-15% rate of calls “abandoned” – where callers hang up. This is an accepted rate for call centres, added Jones.
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