Classic Collection has outsourced some of its agent call centre support to Travel Solutions Network (TSN).
The trade-only operator said its new partnership with TSN will boost agent support by about 25% and has enabled its call centre to open for longer.
The call centre was operating from 9am to 5.30pm Monday-Friday and 9am to 5pm on Saturdays.
Opening hours have now been extended to 9am to 7pm Monday-Friday, 9am to 6pm on Saturday and 10am to 4pm on Sunday.
A Classic Collection spokesman told Travel Gossip: “Call wait times have improved recently and we want to be able to react quickly when the business requires it, particularly with an eye on Peaks.”
Classic Collection Director of B2B Si Morris-Green 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.
“The quality of the support we offer our agents is at the heart of Classic Collection success, but meeting the TSN team and learning of their reputation reassured us that they fully understood this and could provide an equal quality of service due to their extensive UK travel trade experience and professionalism.”
TSN said staff are ‘comprehensively trained on all Classic Collection booking platforms’ and are ‘integrated seamlessly’.
The Classic Collection deal is the latest in a number of agreements TSN has signed recently, including providing virtual call centres for easyJet holidays and Thomas Cook.
TSN Chief Operating Officer Lindsey Winterburn said: “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.”
