The APT Travel Group (ATG) has integrated its industry leading reservations call centre with its Australasian sales team to create a single customer focused team – the Customer Experience, Sales and Service team.
This newly created division will be headed up by Susan Haberle, who has moved into a new role of General Manager Sales, formally Head of Sales Australasia. Susan will continue reporting in to Debra Fox, Chief Commercial Officer (CCO).
This has opened an opportunity for ATG’s National Sales Manager, Scott Ellis to take on additional responsibilities, which includes heading up the business’ groups division as well as having overall responsibility for the New Zealand sales team.
Commenting on the restructure, Debra Fox, ATG COO said; “I am delighted to announce that we will be doing something a little different by integrating the two teams to create a specific Customer Sales focused team. As part of our strong belief and commitment to continuous improvement this recent change ensures we remain best in industry, assisting our trade partners in any way we can. For instance, we have redeployed our Sales team to support agents by calling clients whose trips have been suspended to explain their options to them directly then refer them back to their agent fully informed. This service has been extremely successful and well received by our industry partners. Part of the reason this has been successful is because of our people, in particular, Susan and Scott who have stepped up and shown they are willing and able to take on their expanded roles. The ATG leadership team is very grateful and appreciative of the efforts from all its people at this time.”
“During these times, we are focused on being the best industry partner we can be and by being an extension of your agency team we can help you get through some of the difficult conversations, so you are not on your own. Though we are all now working from home, we are the same people and will provide the same service that you expect from ATG. One Industry, One team,” concluded Fox.
