Following the announcement of the closure of Creative Holidays yesterday, the Qantas Holidays and Viva! Holidays teams have been busy coping with a massive surge in incoming enquiries.
Qantas Holidays Managing Director Peter Egglestone said the call centre team had continued to deliver a premium support service to agents despite dealing with a 50% spike in calls.
“We took more than 1600 calls yesterday from existing and new customers which is a 50% surge on our usual volumes and our call centre team did an incredible job to answer those calls within an average timeframe of 3 minutes.”
Peter Egglestone, Managing Director, Qantas Holidays
“Our focus on and investment in customer service excellence certainly came to the fore and I’d like to congratulate every one of my team on a job well done,” he said.
Peter Egglestone, Managing Director, Qantas Holidays
Mr Egglestone also said he anticipated the increased call levels would continue following the disruption in the market.
“We are moving quickly to add resources to our team so that we can continue to provide the exemplary service and support that Qantas Holidays and Viva! Holidays are known for.”
“Creative Holidays has been a formidable competitor for over 30 years and we are very sorry to hear of the decision to close the business. Their presence has shaped the market and provided the continuing imperative for the ongoing evolution of the sector and our business.”
