Classic Collection is to improve its contact centre and travel documentation after feedback from agents.
A survey by the operator ahead of peaks covered more than 360 of its key trade partners and resulted in 9,000 responses from agents commenting on many aspects of the company’s business.
Of the agents surveyed, 64.5% rated the operator’s contact centre as good or excellent.
The company expanded its contact centre capacity earlier this month in a partnership with outsourcing specialist Travel Solutions Network.
Strategic partnerships head of sales Jorge Quibell said: “Recognising that there is work to be done here, our new partnership with Travel Solutions Network has boosted our contact centre resource by 25% and enabled us to extend our opening hours.
“We’ve also invested in our contact centre team with recent educational visits to Turkey and Morocco and we’ve hosted an internal conference and training day in the UK.”
It was “particularly encouraging” that 80.4% of respondents rated the support they receive from regional sales managers as excellent or good.
“We’ve reconfigured our sales team to better to target our trade partners by their specific needs and type – retail, independent, homeworkers – rather than by random geographical area. This seems to be paying dividends,” Quibell added.
“Documentation was identified as area for improvement with a score of 69.8%. We are currently working on enhancements to our travel documentation with a new provider for both online single centre bookings and our premium select telephone bookings.”
He said: “Communication with our agent partners also scored well at 85.4% which reflects our strong social media presence with over 19,000 agent facebook followers and more than 7,000 agents signed up to our agent WhatsApp groups.
“We’ve always rated our incentive scheme as industry-leading and there’s evidence to support that belief.
“Our Classic Collection Black Card rewards were rated excellent or good by 90.6% of respondents. Not to rest on our laurels, our virtual cards will bring further enhancements to the scheme from very early next year.
“In what has been the most transformative year in Classic’s history we’re delighted that 85.1% of respondents would be likely or extremely likely to recommend Classic Collection to a colleague or customer.
“This invaluable feedback has helped us shape our strategy as we enter the 2025 peaks selling period as a smaller and more agile company.
“We encourage comments and discussion from all our trade partners. It shows how much we value their feedback, proves that they are being heard, and allows us to show how committed we are to align improvements in our company with our agent partners’ needs.”
The On the Beach Group trade-only operator was revamped under the Classic Collection brand following a six-week strategic review earlier this year.