Holiday company

IVR (call routing): Sales calls to advisors up 5%

“We’re emphasising progress and a willingness to help, rather than focusing on wait time or unavailability” 
Susie Lealan, Mazaru (designing conversations in IVR since 2000).

Our holiday company client
  • An award-winning, national treasure
  • Nearly 2m customers, booking holidays every year
  • 650 holiday locations, in the UK and Europe
  • Support re-brand and bring new tone of voice to life across daily customer experiences
  • Reduce caller ‘abandons’ (customers hanging up in IVR or while waiting on hold)
Solution: IVR and Queue design
  • Streamlined the IVR options to improve call steering and reduce customer effort
  • Implemented a conversational, natural voice and tone across messages
  • Activated the new brand and tone of voice, across the automated experience
  • Creating engaging queue experiences, to keep giving callers tips and create interest in holiday destinations
  • 5% less abandons in sales calls, meaning:
  • 5% more sales opportunities going to advisors
  • Immediate ROI.

We can help you find ways you can increase sales, increase customer satisfaction and wisely reduce contact, in every day service conversations. To find out how we can do that for you, drop us a line at