I used a PCC for the first time for our next cruise as we had a 10% discount from a cancelled Baltic cruise and I couldn't do it online. I had got a few calls from her in the last couple of years asking was I interested in booking a cruise. She was very nice and helpful but she did get a name spelling incorrect and a postcode. A couple of emails later it was sorted. I didn't realise they get credit for bookings, I thought they were just like regular customer service.
Does it help them also if you call to pay final balance and add on any extras; soda package, water, cake & decorations etc? Or is it just getting the initial booking?