Jumeirah Essex House is introducing its new call center operated by Shaumburg, Illinois-based Virtual-Agent Services (VAS), in an effort to streamline its booking reservation system, including call volume, call times and operations.
The center handling calls for the Jumeirah Essex House is located in Hillsborough, New Brunswick, Canada and recently opened in November 2006. VAS currently employs over 1,000 agents with approximately 50 employees based at the Hillsborough center. All of VAS’ centers range in size from 30-100 workstations. VAS’ model is based on smaller centers located in rural communities tapping into untargeted, experienced labor.
The Hillsborough center will provide the Jumeirah Essex House with 24/7 support for overflow calls and outside operation hours by trained call center agents that adhere and follow all call standards. The hotel will enjoy VAS’ vast array of benefits including the center’s proximity in the North American market, extensive and reliable telephone lines, technical support on-site, reporting on call volumes, call times, conversation, etc. Plus, VAS is working on the same system as in-house reservations is, enabling to provide the same information to guests. Another notable benefit is that the center is able to make bookings for call-in groups, promotions, etc.
“Our staff is dedicated and committed in our promise in delivering world-class service to our guests from the moment we receive customer inquiries,” stated Scott Dawson, General Manager, Jumeirah Essex House. “Our guests are discerning international travelers and deserve 24/7 access.”
VAS’ technology innovation has been recognized through the media and a variety of industry awards including ContactCenterWorld.com’s Best of the Best Award in the Americas. The Distributed Workforce Concept was a silver award winner in the World Awards presented in Las Vegas on November 8, 2006.
VAS currently provides inbound voice services to a number of high profile clients including CenterPoint Energy Minnesota Gas, Luxury Resorts, Admiral Insurance, Roadside Protect, TravelCLICK, Passkey International, Morgans Hotel Group, Dolce International, and Luxe Worldwide Hotels.