Holiday company takes on new system to handle call centre enquiries

Holiday firm First Choice has taken on a voice recognition system to help it manage growing customer numbers.

The company is using the technology in its Manchester call centre, where it takes up to 600 calls per day.

Virtual agents will be effective and efficient for routine transactional work, says Julia Sockett, the head of call centres at First Choice.

'The decision to offer our customers an automated and convenient service for routine calls is further endorsement of our commitment to enhance the customer experience,' she said.

The system, made by Fluency Voice Technology, handles calls related to the balance of a holiday, making a payment and checking on ticket status, the most common enquiries First Choice receives.