Jetset is promising to answer calls from agents within 20 seconds after installing new technology and expanding its reservations team.
And the independent operator has told agents if their call is not answered within that time they should hang up and Jetset will call them back.
Jetset reservations manager Dianne Hart said on average, calls have been answered this year within 16 seconds – a massive improvement on the 2006 average of 90 seconds.
She said: “The improvement in call waiting times is down to three factors: people, training and technology.
“In the last quarter of 2006, we recruited a number of new reservations staff who all went through a five-week induction to ensure they were fully trained.
“We have also implemented a new booking system that has significantly reduced the average call duration of a basic enquiry and booking.”
She claimed many calls will be answered quicker. “In the peak booking period of January and February, most calls were being answered within 16 seconds. Imagine how quickly we will be answering in May and June.”
Jetset sales director Adrian Smyth said the improvements demonstrated how the independent tour operator understood the needs of independent agents.
“Call waiting is a massive issue for independents for whom time is money,” he said.
“We have a sophisticated telephony system here that captures the majority of the numbers that call in, which means if agents ring off, we can call them back.”
- Agents who book 10 flights on all business-class carrier Maxjet to New York through Jetset can earn a free flight for themselves, as well as earning 10% commission.