Member agents can invite a customer to connect via Full Picture – technology which enables a call centre agent and a customer to work together in a single web session during which rich content such as video and imagery can be viewed and documents shared.
The profiles are hosted on the Clia website and act as a virtual alternative to how agents would show customers a brochure in store.
Managing director of Zolv, the travel technology developers behind Full Picture, Olly Wenn said: “We have focused on making this version really easy to just pick up and start using, and we have created videos to help agents get started.”
The technology is available free of charge. Zolv research found a 30% increase in sales over the phone and even increase sales value by 22%.
As well as content from 30 ocean and river cruise lines, Clia’s online portal features a number of galleries designed to help agents switch-sell onto cruise by explaining the benefits of different types of cruise holidays.
Clia senior vice president and director for UK and Ireland, Andy Harmer, said: “We are delighted that Full Picture is offering this technology free to Clia members as recognition of the importance that member travel agents make to the distribution of cruise holidays.”
Wenn also said there will be an opportunity for premium features to be added which agents can access for a nominal monthly subscription.
This will allow agencies to remove the Full Picture branding and replace it with their own as well as upload additional, private content such as their own cruise-and-stay packages.
Article by Natasha Salmon at Travel Weekly http://www.travelweekly.co.uk/articles/273191/clia-offers-agents-zolvs-full-picture-call-centre-selling-tool