Thomas Cook to extend call centre hours

Date: 08/09/2011

Thomas Cook may need to purchase some additional non-geographic telephone numbers as it has announced it is extending its call centre hours.

The travel operator is planning to open its sites in Peterborough and Falkirk on Sundays, in addition to its normal Monday to Saturday operating times.

As a result, the enterprise has launched a 90-day consultation with staff members at the two locations.

"We have to ensure we have robust call centres to suit customers who want to call on a Sunday evening and with not too many people working at the wrong time," a spokeswoman for Thomas Cook stated.

However, she admitted the change will be "difficult".

The company's Preston call centre will not be affected by the alterations.

Another organisation that hopes to improve its customer service by making changes to its contact centre is Doncaster Council, which has opted to create one centralised telecoms site for all departments, the Epworth Bells reported.