Cyprair Holidays case study
Who are Cyprair Holidays?
Cyprair is the holiday arm of Cyprus Airways, the national carrier of Cyprus. They serve a niche market specialising in bespoke, individually-tailored holidays to Cyprus to both travel agents and direct to the consumer.
Cyprair ensure their staff travel regularly to the island to glean up-to-date information on accommodation, entertainment and associated travel options and facilities.
Cyprair Holidays and Confero
To respond to consistently high seasonal call volume expected in December, January and February, Cyprair’s management wanted a solution in place that would offer a cost-effective alternative to their resourcing problems. They also wanted to guarantee that every customer could engage with a live agent on subjects ranging from reservation queries, package holiday bookings, destination and travel information as well as providing a dedicated reservations line.
The Confero Solution
Confero’s solution to fulfil Cyprair’s brief was a Bureau shared desk service to take the calls. This ensured a cost-effective service but guaranteed a live agent was able to efficiently respond to queries.
The shared desk was operational seven days a week, including evenings, and this ensured all calls were answered and pre-agreed SLAs were met.
Cyprair was delighted with Confero’s service and they benefit from having a professional team of customer service operatives dealing with their clients all year round. They understand their requirements and provide a comprehensive communications solution within ABTA guidelines.
This allowed Cyprair’s internal sales team to focus their attention on developing high-value client relationships and more complex arrangements for discerning customers – a key area for business growth.