Cloud5 Opens Toronto Contact Centre

Cloud5 Communications has announced the opening of a 15,000 sq. foot contact centre in Toronto to service customer travel itinerary needs for one of the world’s most well-recognized financial services companies.

Mark Holzberg, president and CEO at Cloud5 Communications, said: “Experts predict a substantial surge in travel as conditions around the world become safer and more stable in the coming year. Cloud5’s expansion into the Toronto area is a first step in supporting its clients as they react to this significant rise in market demand.”

Cloud5’s new Toronto facility is the company’s second new contact centre location to be opened during the pandemic and will complement its five other contact centre sites and agents working from home throughout the New Brunswick, Canada area. Staffed by highly-trained onsite agents from the Toronto-area, Cloud5’s new contact centre will serve as an extension of its clients’ brand – delivering dependable, detail-oriented support to its premium customers as they leverage travel planning services. This includes providing expert assistance in arranging airport transportation, hotel reservations, and car rentals with a focus on meeting the individual needs of each member, to create a unique experience with each booking.

Toronto was chosen based, in part, on its large labour pool. Access to a talented workforce is critical to Cloud5 as it continues to grow its contact centre business, not just within the hospitality industry but in other markets that have significant demand for contact centre and business process outsourcing services as well.

Jason Reid, Senior Vice President and General Manager of Cloud5’s contact centre division, said: “Despite news of staffing shortages and employees leaving hospitality for other industries, this contact centre demonstrates that there is still interest from employees seeking to work in the hospitality and travel sectors.”

Reid added: “We are in the final phases of recruiting and training for the set of agents in Toronto, but great opportunities are still available, and we look forward to providing our clients’ travellers with the expert guidance they need to create stress-free, custom travel experiences.”

As conditions within the hospitality and travel industries continue to improve, Cloud5 plans include the opening of additional capacity throughout North America — leveraging a hybrid approach that rewards the best and most tenured agents with home-based work opportunities to service the growing travel needs of client customers. Each new destination will be staffed by employees with experience that matches the needs of each new program we launch on behalf of Cloud5 clients

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