Sunday,  July 3, 2022  4:30 pm

Collette's average hold time is 2 minutes thanks to upgraded call centre

Collette's average hold time is 2 minutes thanks to upgraded call centre
Inside the Collette call centre. (Collette)
Pax Global Media

Collette President Jaclyn Leibl-Cote says that despite a record number of calls for bookings in April, guests and travel advisors are only being placed on hold for an average of two minutes, thanks to upgrades the global tour operator made during the downtime caused by the pandemic. 

In April, Collette reported more than 29,000 calls—an increase of 50 per cent over January. In May, Collette experienced its best sales week since 2019, the company says, noting that a "record number of calls have been met with just a two minute average wait time."

“As people worked from home during the pandemic, we realized that we could transform our call centre so that it was spread out geographically and better able to serve our guests all over the world," said Leibl-Cote. “At the same time, we made a significant investment in the newest technology so that our systems today are state-of-the art.”

Today, 60 per cent of Collette’s 140 Call Center employees are located at Collette’s Pawtucket, RI headquarters; as well as Henderson, Nevada; Vancouver and Toronto, Canada; and Sydney Australia.  

Prior to the pandemic, just 10 per cent were remote. 

Currently, Collette’s Call Center count is at 80 per cent of pre-pandemic levels, but Leibl-Cote says she is confident that Collette will be fully staffed back to pre-pandemic levels by the end of the year and that Collette will continue to hire as travel demand increases.

“Based on the numbers of calls and bookings, we see wonderful things ahead—not just for Collette but for the entire travel industry and for travellers," said Leibl-Cote. 

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