Client Love Holidays
Sector
Travel and Hospitality
Service
Contact Centre Sourcing

Providing outsource capacity aligned to the fantastic growth of Love Holidays

Love Holidays have become the UK’s fastest growing travel agent by offering unlimited choice, unmatched ease, and unmissable value, they are on a mission to open up the world to everyone.

Challenge

However with growth comes increased customer contacts, nothing unusual there, specifically CCP were asked to find a partner able to support:

  1. Voice and chat 
  2. UK based
  3. Customer service and sales support 
  4. 7 days per week
  5. Rapid growth to support booking peak

Solution

Through a combination of our Radius Tool, market knowledge and experience, we identified a shortlist of best-fit partners. We:

  1. Set up and hosted partner introductions 
  2. Collated and summarised shortlisted partners’ proposals
  3. Provided scoring tools
  4. Arranged follow-up calls and site visits
  5. Supported Love Holidays in reviewing their evaluation in a workshop when making the final decision on which partners to select.

Outcome

Implementation of the service was initially in the UK and subsequently moved offshore to South Africa, the Customer Contact Panel team also ran further briefs to support other service lines for Love Holidays and remain available to the team to support with any other requirements that they have.

“Customer Contact Panel helped us to find the right contact centre partner, providing sound advice throughout the process.

They were engaging and cared about our requirements, not leading us towards one particular partner. They were honest and showed complete integrity. I would fully recommend working with Customer Contact Panel.”

Lou Zonato, ​ Director – CX, ​ Loveholidays