MSC Cruises is setting up another call center. To support the existing contact center in Salzburg, the shipping company commissioned the external service provider Concentrix with an office in Portugal. This creates additional capacities, on the one hand for processing existing bookings and on the other hand for processing new business, Germany boss Christian Hein told touristik aktuell.
Like other cruise lines or tour operators, MSC Cruises still has massive problems with accessibility. “The number of inquiries has increased significantly, and the average conversation time has risen from seven to twelve minutes – we have to and want to do more.” The start was made with the increase in staff.
The Germany boss also wants to strengthen the sales team. Hein announced that three open sales positions should be filled “as quickly as possible”.
Full fleet planned from April
In business, the manager still expects a gap in the spring, and in the summer he expects a normalization as far as possible. At the start of the summer season in April, MSC wants all 19 ships in service, says Hein. The passenger numbers of the pre-Corona period will not reach the cruise industry again until 2023, the previous price level may already be in the coming year, according to his forecast.
Christian Hein speaks about developments at MSC Cruises and the role of the new sister brand Explora Journeys in the new ta issue 43-44 / 2021, which was published earlier this week.