Iglu Cruise

The company has been operating since 1998 when it originally started as an online agency selling ski holidays before entering the cruise market around 10 years ago. Iglu also owns Planet Cruise, which operates as a separate brand.

Iglu’s main drive for its call centre staff is to ensure that they sell the “right cruise line to the right customer”, which makes cruise training a top priority for the agency.

One of the key ways of improving this product knowledge is through increased training and regular ship visits.

Customer service lies at the heart of Iglu’s call centre with late opening hours up to 11pm, which can be extended during busy periods, and systems to allow agents to call back clients.

Each consultant also has their own individual phone number and email address to make it easy for customers to contact them. While ticketing and tailormade enquiries are handled by a separate team.

Iglu also offers a post-sales concierge team which will call customers if they need assistance before the cruise, as well as making follow-up calls after the trip to get feedback on their cruise.

The agency’s inhouse system gives all agents access to customer details to see what the cruises they have previously booked and any other correspondence.

This part of the company’s strategy that encourages Iglu’s consultants to “have their own customers who they always look after”.

The call centre also has a policy of answering its phones as quickly as possible with the aim that there “should never be a call waiting”.

Suppliers are clearly impressed by Iglu, which has been praised for its “innovative marketing solutions driving traffic to the call centre sales teams” and “coming up with new ways to get our product out to customers”.

• iglucruise.com