Thomas Cook books in agent support system

Travel company Thomas Cook Group has rolled out a new agent support system across 17,000 users in 800 high street stores and third party travel agents.

silicon.com Financial Services

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The system, supplied by RightNow, already supports Thomas Cook's online brands and will provide more in-depth information to staff as they serve customers in stores.

Previously an agent had to call up a member of Thomas Cook's agent support team to get any extra information they needed, while the customer waited in the store or on the telephone. With the RightNow system, agents will have more product details at their fingertips, including details on how to book twin centre holidays and information on paying deposits.

Thomas Cook systems manager for commercial relations Joanne Welling told silicon.com: "Every call is a transactional call and if information needs to be called up, that extends the duration of the call. Cutting the duration…means we can take more calls."

In addition, the new system will give more than 200 call centre and home-based agents access to a separate data repository to help them field remote enquiries, with information on a range of subjects from flight details to how to handle a refund.