THE Australian-based contact centre operated by Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises is a significant differentiator for the company, according to Norwegian Cruise Line Holdings (NCLH) Senior VP Asia Pacific, Steve Odell.
Speaking to CW earlier this week during a top achievers event at upmarket NSW retreat Emirates One&Only Wolgan Valley Resort & Spa, Odell said the local business now comprised almost 100 staff, who were consolidated into a single Sydney CBD location about a month ago.
“It’s a key tool in our armoury,” he said, with the expansion enabling the team to be trained to specialise in each individual brand, providing expert service.
As well as servicing travel agent bookings and enquiries, team members are also tasked with outbound calls, following up leads generated from NCLH’s burgeoning marketing activity.
Odell and his boss, NCLH President International, Harry Sommer, noted that coverage had extended to around 12 hours per day, with Sunday trading during peak periods and further expansion planned due to the pending global link-up of other call centres in Southampton, UK and Sao Paolo, Brazil.
“Within 12 months we’ll be able to offer 24 hour coverage from experts who are well-trained in our products,” Sommer said.
As well as Europe, Alaska and Hawaii, NCLH believes there is significant potential for growth in Asia, particularly with the 2020 deployment of Norwegian Spirit (pictured) in the region following an extensive refurbishment.
Hawaii is showing a strong rebound after last year’s softness due to the volcano eruption on the Big Island, while Caribbean itineraries are also increasing in popularity, albeit off a low base.
