Valamar's reservation center has once again confirmed its position as the absolute leader in the domestic market, winning the prestigious award for the best contact center in Croatia. At the annual awards ceremony organized by the renowned portal CX.hr, Valamar triumphed in the highly competitive category "Contact center with 31 or more workstations" for the year 2025. This recognition does not just represent a current success, but is the crown of a multi-year strategic investment in service excellence, technological innovations, and, most importantly, in the people who form the heart of Valamar's relationship with its guests.

Continuous dominance in the customer support segment

The CX.hr portal, as a central platform for promoting and developing the culture of customer experience in Croatia, has been setting standards of excellence for years. Their annual awards are considered the most important measure of success in the industry, and victory in the large contact center category is particularly significant due to high criteria and strong competition. Valamar's repeated triumph testifies to its consistency and unwavering commitment to quality. This is not a matter of chance, but a carefully built strategy that proves superior year after year, positioning Valamar as a model for other companies in the tourism sector, as well as the broader business sector.

This award confirms that Valamar has succeeded in what is the greatest challenge today – creating a seamless and personalized experience for every guest, from the first contact to the realization of their stay and beyond. In the era of digitalization, where many processes are automated, Valamar has recognized that the human touch makes the key difference, creating a sense of trust and loyalty.

Team spirit and a human approach as the foundation of success

At the heart of this outstanding achievement is a team of nearly 70 dedicated professionals. Organized into six specialized teams, these experts operate from two modernly equipped centers, one located in the heart of Istria, Poreč, and the other in the business center of the capital city, Zagreb. It is this synergy that allows for covering a wide range of inquiries and providing support at the highest level.

Vesna Otočan, director of the Reservation Center Department at Valamar, proudly emphasizes the key role of her employees. "This recognition is, above all, an award for our outstanding team. It is material proof that our every effort, every activity, and every decision is guest-oriented. I am extremely proud of the level of professionalism, enthusiasm, and warmth that our employees bring to every phone call, every email, and every completed reservation," stressed Otočan. She added that Valamar as a company systematically and continuously invests not only in the development of the customer experience through technology, but also in creating stimulating and quality working conditions for all employees, which is directly reflected in the quality of the service provided.

Impressive figures as proof of efficiency

The efficiency and importance of Valamar's reservation center are best reflected in its impressive business indicators. One of the most significant pieces of data is the extremely high share of direct sales, which reaches as much as 64%. In today's tourism world, dominated by large online travel agencies (OTAs), such a percentage of direct bookings represents a huge success. This not only strengthens the company's financial stability by reducing commission costs but, more importantly, confirms the strength of the Valamar brand and the deep trust that guests have in direct communication with the company. The reservation center is the key tool for building and maintaining that trust.

A further confirmation of excellence is the fact that every third guest staying in Valamar's properties is a returning guest. A high loyalty rate is the most reliable indicator of satisfaction. Guests return to where they feel valued, safe, and where they know their needs will be met. The role of the contact center in creating such a feeling is immeasurable, as they often handle specific requests and personalize the stay even before the guest has arrived at the destination.

A combination of advanced technology and personalization

The secret to Valamar's success lies in the perfect balance between the application of state-of-the-art technological solutions and the retention of a personalized, human approach. The company boasts one of the most advanced reservation systems in the entire region. This system is not just a mere tool for processing reservations; it is a complex platform that integrates various communication channels, enables detailed analysis of guest needs, and helps employees provide fast, accurate, and relevant information.

However, technology here is in the service of people, not the other way around. Digital tools are used to free employees from repetitive tasks so they can devote more time to what is most important – a quality conversation with the guest. Continuous employee education is a key pillar of this philosophy. Regular training, workshops, and development programs ensure that the team not only keeps up with the latest trends in communication and technology but also constantly develops its skills in empathy, problem-solving, and a proactive approach.

In the coming period, Valamar will continue with the implementation of innovations, but with a clear goal – to further strengthen relationships with guests and raise the bar for service quality in Croatian tourism. This approach, which successfully combines the efficiency of technology and the warmth of human interaction, ensures that Valamar remains a leader not only in numbers but also in the hearts of its satisfied guests. Locations like Poreč and Zagreb will remain centers of excellence that set the standards for the entire industry.