p38-39 Frontline feb27 24/2/09 18:19 Page 38
knowledge business models
ttglive.com
Outsourcing
Play away or
a home base?
Jet2holidays.com bucked the trend recently when it relocated its call centre in Delhi,
India, back to Yorkshire. Olivia Hemmings speaks to one of its team about the decision
and finds out why another UK company took the opposing view on outsourcing
offer enlightening information to the
customer, which sells the holiday. Since we
made the move back, our contribution to
overall revenue has increased from 10%
to 38%. We have even had to extend the
number of hours we are available because
of the volume of calls we receive.
I think customers have more confidence
in a UK-based company. When we launched
our recent brochure campaign that high-
FOR UK BASE.
lighted “local to you” on the cover, we had
Katriona White, 800 calls in one day. Previously, we could
call centre manager,
Jet2holidays.com have expected about 125 calls.
We also have a fully formed opera-
We were in Delhi only a short time: from tion team to support the sales team in
February until October last year. The deci- case of an emergency. This was avail-
sion to move back to the UK was based able when we were in India, but it
largely on feedback from customers. They wasn’t as developed.
wanted advice on resorts and restaurants We have been lucky that we
and the best places to go – but as much as haven’t had to spend money on
we provided training, the staff we had in the recruitment since moving back
call centre couldn’t deliver. They weren’t because a lot of the positions
familiar with the products and destinations, have been filled through word-of-
and the language barrier made it more mouth. People have also applied
difficult. The time difference was probably through our website, which
a contributing factor, too, because the staff has not cost us anything
would have to work at night in order to either.
operate during UK working hours. The higher operating costs
in the UK have been absorbed
Travel background by the increase in sales that have
The staff we have now in the UK are all come about since the move back.
local. They receive in-house and destination Where bureaucracy is concerned, we
training from us, and they all have travel didn’t find much difference between the two
backgrounds. The difference is that they can bases. It was quite easy setting up in India,
38 27.02.2009
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76