B2B operator Classic Collection has expanded its contact centre capacity and business hours, thanks to a partnership with outsourcing specialist Travel Solutions Network.
Meanwhile, the team at Travel Solutions Network (TSN) has also grown, with its virtual call centre increasing to just over 80 agents.
TSN has taken on 20 agents over the past three months and looks set to top more than 100 by January as recruitment continues.
The outsourcing firm has also moved to larger premises in south Cheshire, which houses its central business functions and training academy.
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Si Morris-Green, Classic Collection B2B director, said: “Collaborating with TSN has enabled us to seamlessly expand our contact centre capacity and extend our business hours.
“TSN’s flexibility supports our scaling needs whilst enhancing cost efficiency and maintaining our competitive pricing.
“TSN staff are comprehensively trained on all Classic Collection booking platforms and are integrated into their phone system so seamlessly that they function as ‘insourced’ sales staff rather than ‘offshore’ outsourced personnel.”
TSN has other major outsourcing deals with industry brands such as easyJet holidays and Thomas Cook.
Lindsey Winterburn (pictured), TSN chief operating officer, said: “Although our numbers are growing, we are very much focused on the quality, calibre and productivity of the sales agents and their travel experience rather than playing a numbers game.”
She added: “Business has always been attracted by our flexible resource and pricing model, but having robust case studies showing high conversion levels and customer satisfaction is taking us to the next level and allowing us to dominate the UK and European virtual call market with our experienced UK based homeworkers.”
TSN are also preparing to offer other languages and staff located in the source markets they will serve.
Garry Winterburn, TSN chief executive, said: “Our virtual call centre is poised for expansion into other European countries, to provide in-market resource who not only speak the right language but understand the local culture.
“We have already started receiving requests from existing partners for this service, which we view as the next logical step in our business evolution.”