What are the tourist’s calls: the Crimean hot line summer period operation account
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"Hot line of the Ministry of Resorts of the Crimea, can I help you?" This is the second year the contact centre operators keep answering a variety of questions from residents and guests of the peninsula. This summer 1,050 people called the Ministry of Resorts and Tourism by phone for help and advice.
The hot line of the Ministry of Resorts and Tourism of Crimea began its operation on May 1, 2018. The operators advise the guests and residents of the region on various issues related to comfortable recreation and vacationing on the peninsula, inform about events, tourist destinations and travel routes, and along with this they collect information about existing problems.
"From June 1, 2019, the number of calls to the hot line of the Ministry of Resorts and Tourism of the Republic of Crimea amounted to 1050, including calls from citizens of Germany, Estonia, Uzbekistan, Belarus, Ukraine", − the Crimea Tourist Portal was informed at the contact centre.
The list of questions, the tourists usually turn to the centre and get answers from four contact centre operators, is very vast. They ask about beaches and recreation opportunities, transport routes and accommodation facilities, sights and reserves, banks and mobile services, and much more.
"Calls every day and in large numbers, the vast majority of them relate to consulting issues. Thus this summer out of the total number of calls, 917 were from tourist seeking advice and 133 calls addressed problematic issues. Compared with the last year, the number of such problematic calls has decreased practically by half, and this is a very good result", − emphasized Anna Shvedchenko.
This year the tourists were most interested in accessibility of beaches (25.4%), available accommodation facilities (11.8%), transport routes (10.9%), tourist destinations (6.19%); public utilities (3.8%) and events (3.52%). There were also thanks this year from the mainland Russia tourists. They emphasized that the Crimean beaches in Eupatoria and Yalta attained a new level of service and comfort, and thanked the Crimean authorities for organizing such beach areas.
Despite the end of the high summer season, the work intensity of the Centre operators did not decrease. Indeed, now Crimea smoothly passes over to the velvet season, and then to the off-season, which is popular with the tourists no less than summer.
The hot line operates around the clock. "From 9 a.m. to 9 p.m. an incoming call is answered by one of the operators using a multi-channel telephone. From 9 p.m. to 9 a.m. calls are received automatically. Tourists leave voice messages, which our operators monitor in working hours and call back to provide the requested information", − said one of the contact centre operators.
If the operator is not prepared to answer the question, the information received is redirected to the relevant ministries or departments of the Republic. And then the question is monitored to be sure that the respondent received all the necessary help.
The hot line number is 8 (800) 511-80-18, calls from any mobile and landline phone in the Russian Federation are free of charge.
