MANCHESTER, UK (March 09, 2011) – TATOC, the Timeshare Association, today released statistics showing the growing importance of its consumer helpline. Over the first two months of 2011, the helpline received 1,420 inbound calls and 249 e-mails. This is a significant increase on 2010 numbers when the helpline received a total of 1,156 inbound calls in January and February 2010. However there is a reduction in the number of e-mails received over the same period – down from 280 e-mails in January and February 2010.
“The majority of the calls and e-mails received by the helpline were enquiries by consumers looking for advice, support and information which we supply via e-mail or through the website. The subject of re-sales generates most of these enquiries. The remaining calls were complaints but interestingly the statistics show that these were mainly about non-timeshare products such as the sales and marketing techniques by non-timeshare companies and unsolicited cold calling,” said Harry Taylor, TATOC CEO.
The statistics show that 31 telephone calls were un-answered during the period reported (these were at times when the office was closed), the longest phone call was 30 minutes in length while it took an average of 50.5 seconds to answer inbound calls.
The consumer helpline is based at the Association’s head office in Manchester. During 2010, the team handled a total of 7,582 inbound calls and 1,601 e-mails from consumers. November 2010 proved to be the busiest month with 812 inbound calls.
The Timeshare Association (Timeshare Owners and Committees), known as TATOC, was formed in 1989 and is the only elected consumer association representing the interests of timeshare owners in Europe. Member resorts are located across Europe giving TATOC access to over 275,000 timeshare-owning families. The mission of TATOC is to safeguard and enhance the timeshare holiday experience for existing and prospective users and to be the voice of owners. In 2010, TATOC focused not only on increasing the membership base but also raising the profile of the Association, establishing TATOC as the recognized voice of the timeshare consumer and an informed point of contact. The Association is now a regular contributor to the consumer press and works closely with the UK’s Trading Standards offices, the police and Which?, the consumer association.
TATOC, the Timeshare Association, is a non-profit limited company which exists to safeguard and enhance the timeshare holiday experience for existing and prospective users and to be the acknowledged voice of owners. http://www.tatoc.co.uk/