Discova launches 24-hour customer experience and crisis management call centre

Discova to Launch 24/7 Global Customer Experience and Crisis Management Call Centre

May 24, 2023

As the tourism industry has continued to bloom and adapt to increasing demand over the past year, we know that you need more from your chosen DMC. What is just as valuable as delivering amazing travel experiences? Assuring your clients get on-the-ground, consistently available support during any unforeseen issues or changes whilst they enjoy those experiences.

Discova will be one of the first DMCs in Asia to offer a 24/7, 365 days a year, Global Customer Experience and Crisis Management Call Centre. 

The centre’s team will be built to meet your customers’ ever-changing expectations and our partners’ needs around the globe. We are committed to keeping our “feet on the ground” and providing you with the peace of mind that comes with knowing your customers are looked after around the clock whilst travelling in-destination

To help structure, build and lead this newly created team and global call centre, we are delighted to welcome Cindy del Rosario from Flight Centre and Inspiro Relia. She has spent the last six years ensuring continuity of business processes for Flight Centre Travel Group brands such as BYOjet, Aunt Betty and Ignite Travel, with the sole purpose of delivering consistent, exceptional travel experiences.  

Discova 24 hour customer care call centre
Cindy comes with 23 years of travel and BPO (Business Process Outsourcing) experience, and will introduce innovative and exciting ideas to Discova’s customer and partner experience strategy over the coming years.
What will the team and call centre mean for you?
  • Delivery of superior customer care actions and resolutions for your clients.
  • 24-hour support across any of the Discova destinations you book with us, no time zone constraints or delays.
  • Happy customers who feel secure and looked after at every step of their journey.

When and how will the call centre be initiated?

Starting 1 July 2023, we will begin the roll-out of our Customer Experience and Crisis Management Call Centre, accessible to you and your customers every minute of every day.   

The centre and its team will follow strict resolution expectations, while delivering prompt customer-focused solutions and service.  

The planned roll-out will take place over 6 months of rigorous system implementation and training, with the aim to have a call centre in place at the end of those 6 months that will:  

  • Resolve complaints within 48 hours of receiving them. 
  • Reply to and action reviews (good and bad) within 24 hours, year-round. 
 

With the wealth of experience delivered by Cindy and her team, we are entering a new thrilling chapter for Discova and our partners.  

We eagerly welcome Cindy to the Discova team, anticipating how her wealth of experience

Interested?

If you’d like to find out more about our upcoming customer service solutions and delivery, contact us today!

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