 Holiday Extras offer a tailored travel arrangement service to 2.5 million customers each year, offering airport and port parking, hotel accommodation pre and post travel, airport lounge access, travel insurance and foreign exchange.
In a market as competitive as the travel business, a company like Holiday Extras must maintain an excellent standard of customer service in order to maximise revenue and ward off competition. In order to achieve their goals, they decided to implement a recording and quality monitoring system. Their objective was to monitor their existing call structures, and then develop a higher standard of call quality and control.
In a series of initial meetings, ComputerTel were able to clarify this objective in far more detail, and then demonstrate to Holidays Extras what else their solution would be able to provide them with:
More efficient revenue of team leader time,
Increased revenue from improved sales conversion ratios,
Faster Induction and Training of New Staff,
Identification and maintenance of the most efficient call structure,
Increased support and motivation for the travel consultants.
ComputerTel implemented an Orion recorder capable of integrating with two other systems, key to helping Holiday Extras achieve their objectives.
The first was their own telephone system enabling the recorder to tag all calls with an account name, and thereby allowing team leaders to quickly identify calls by travel consultant or by client. Team leaders can accurately measure the quality on all call streams, and therefore gain a complete impression of each consultant's performance.
The second was a travel consultant assessment software package, Qe2. This monitors performance levels for every travel consultant, and is instrumental in helping team leaders to evaluate the strengths and weaknesses of each consultant.
The system has enabled Holiday Extras to manufacture "perfect calls". Consultants have "side by side" coaching with their team leader, in which they are asked to listen to their own calls and then assess themselves against pre-set competency levels. Training sessions have been developed as a result of the monitoring, and the system has provided the management with a simple and swift induction program for new staff.
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