Royal Caribbean is introducing a 'Call Back' function designed to minimize hold times for travel advisors.
The added feature is now available to trade partners booking groups, and the line says it is expected to be broadly available for Canada- and U.S.-based trade by the end of August.
When travel partners call the contact centres, they will immediately be prompted with the option of a call back if the wait time exceeds 20 minutes.
Once prompted, travel partners can leave a brief message and input their number to initiate a call back with a Royal Caribbean representative. A direct number to a land line or mobile is required; extensions are not supported.
The cruise line says the call back function is the latest action designed to significantly reduce hold times. Over the past two years it has developed and launched over a dozen automation enhancements.
Some of these include:
-- FlexPay: Travel partners can now pre-schedule up to 10 automatic payments that can be arranged by date, amount and can even accept more than one credit card.
-- FCC Redemption Tool: Allows travel partners to redeem FCCs in three easy steps and check on the status of an FCC. The additional Insight tool generates personalized FCC reminder emails to clients reminding them of the credit(s) they have available.
-- Latte was enhanced to redeem FCCs and allow for multiple FCCs to be applied at once.
-- eQuote: Described as "every travel partner's personalized marketing sidekick," this function helps create tailored quotes and generates leads.
-- Vaccine Testing & Requirements Tool: Launched in January 2022, this enhancement aims to help travel partners access and share with clients the current protocols. Clients receive a designed, customized email that includes the travel partner name and contact info.
-- Cruise Planner: Introduced in March 2022, travel partners can explore the available offerings (i.e., shore excursions, dining options, beverage/dining packages, etc.) based on ship and sail date to better serve their clients.
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