An Interview with: Carla Burgos, US Contact Centre Manager

^{Posted: 15th December, 2021}

We’re incredibly lucky at Virgin Atlantic Cargo to have such brilliant teams operating our contact centres. They work tirelessly year-round, providing the very best service, and it’s always wonderful to hear how well received this is by our customers.

We’re in the midst of Peak season for cargo and the festive season is upon us! How has the day to day operation changed for your team in recent months?

Peak season is sort of the final mile of the yearly marathon for us! This time of year we are working closer than ever with sales and operations and always strive to offer the best service to our customers. No day is usually the same but with an amazing team of 9 U.S. customer service agents, covering a very large territory with several times zones, I’m proud to say that we also manage to ensure every single request is actioned before the end of each day.

What do you enjoy most about this work during this time of year?

Although peak can bring some additional pressure it’s also a great opportunity for us to show off our talents. The influx of booking volumes from October to December greatly increases. So far this peak season we have had great success in our response times. In fact, we have been enjoying amazing NPS scores for the last several months with amazing feedback from our customers. 

Looking back at 2021, what do you feel were the team’s proudest achievements? 

My team has risen to every single challenge, change and adjustment to process that has been given to us and come through stronger, faster and more knowledgeable. The last 2 years have been ongoing tweaks to processes and fast changes to ensure that we are supporting both the internal departments and our customers. The entire team has all had to be quick to action, re-adjust and move forward with all the changes that have come our way. The reward of all the efforts and hard work comes through amazing NPS scores. The feedback that we get from our surveys are always a cause for great celebration for us because those comments are coming directly from our customers. It is such a great feeling to know that they see the hard work we are doing to make things a little bit easier amidst all the challenges we are all facing these days.

What do you think 2022 has in store for the US Contact Centre team? 2022 will hopefully bring back? 

Hopefully 2022 will bring back a little 2019 normalcy for us all! I also hope that 2022 bring us another successful year and that our customers continue to trust us with their business.

We wish you all a Merry Christmas and a healthy, happy and prosperous New Year. We look forward to working with you all again in 2022.