[1] HAVEN HOLIDAYS DURING THE PEAK UK HOLIDAY BOOKING SEASON AND WITH THE COMMENCEMENT OF A TV ADVERTISING CAMPAIGN, HAVEN HOLIDAYS RECOGNISED THAT THEY WERE LOSING TOO MANY CALLS AT THEIR RESERVATIONS CENTRE. GFM operated a dedicated 25 agent call centre operation to overcome this problem. All agents undertook Haven training and by directly accessing Haven reservations system, GFM were able to offer a seamless operation. Over 23,000 calls were handled over a three week period. This resulted in over 17,500 information requests and holiday queries being dealt with and over 5,500 holidays being booked. These holidays represented over £1.56 million of holiday revenue that could have been lost.