Classic Collection has promised agents it will make further improvements to its service following a survey of more than 360 of its key trade partners.
The trade-only operator has already increased its contact centre support after only 64.5% of agents surveyed rated its contract centre as good or excellent.
Earlier this month, Classic announced it had entered into a partnership with Travel Solutions Network to provide additional contact centre support.
Head of Sales, Strategic Partnerships 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 Turkiye and Morocco, and we’ve hosted an internal conference and training day in the UK.”
The survey showed that 80.4% of respondents rated the support from Classic’s Regional Sales Managers as excellent or good, and Jorge said the recent reconfiguration of the sales team to separately target retail agents, independents and homeworkers rather than geographical areas ‘seems to be paying dividends’.
“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 7000 agents signed up to our agent WhatsApp groups,” added Jorge.
“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. “
However, the survey identified Classic’s documentation as an area for improvement, with a score of only 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,” said Jorge, adding: “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.’
“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.”
