Medhotels has overhauled its trade customer service department to improve the service it offers to agents.
The Lastminute.com-owned accommodation-only supplier has introduced its First Call Resolution scheme, which aims to solve agent queries with one call.
Each agent query will be resolved by one member of the customer service team, meaning the service should be improved with agents having one point of contact for every query.
Since the launch of the initiative calls to the centre during the month of January were down compared to the same month in 2006.
All emails were answered in 24 hours with 73% of emails queries resolved without the need for a second email.
Group trade director Carl Burrows said: “We hope to get as much feedback on our new customer care initiative so that we can improve the Medhotels’ experience.”
A dedicated email address has been set up for agents to give feedback to the accommodation-only firm – feedback@medhotels.com.