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.

By using Confero, Cyprair were operational seven days a week and they never missed a call.

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.

Results

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.