Silversea disconnects Australian call centre

Ultra luxury cruise line's reservation centre moves offshore

Silversea is closing its Australian call centre based in Sydney, moving the roles offshore, LATTE can exclusively reveal.

The reservation centre shutdown is understood to have resulted in multiple redundancies. Calls will now be diverted to Silversea’s international call centre in the Philippines.

In a statement supplied exclusively to LATTE, Silversea stated the luxury cruise line had recently “designed and implemented a global service model” as a new solution to process consumer and travel advisor calls.

This new service model offers “enhanced and more personalised service to our trade partners and their guests, including but not limited to 24/6 access to our global trade support contact centre,” Silversea said.

Silver Nova at sea

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“Our travel partners and the trade distribution channel keep being essential for our business and we remain committed to offering and enhancing world-class support to our travel partners and to building further growth with them,” the company added.

Silversea wouldn’t confirm the number of positions that have been lost, however Adam Radwanski, Silversea Managing Director, Asia Pacific told LATTE the cruise line was “committed to supporting affected local employees”, which has included providing them with severance and transition assistance, along with “opportunities for redeployment within the group.” The Group being the wider Royal Caribbean Group whose sister cruise brands include Celebrity Cruises and Royal Caribbean International.

“I assure you that supporting our impacted colleagues remains our priority,” Radwanski said.

This month Silversea welcomed its second Nova-class ship, Silver Ray, to its fleet of 12 vessels (Silver Ray makes 13), ahead of that ship’s launch in June.

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