p38-39 Frontline feb27 24/2/09 18:13 Page 39
ttglive.com
business models knowledge
and we had the same sort of meetings as if
we were setting up the same operation in
the UK. There were similar contracts to sign,
as well.
Flight-only vs holiday
Our Jet2.com brand still has call centres in
India and they have been very successful. I
believe the difference is the customer pro-
file. Clients who want to book a flight know
what they want and when they want to go,
so their call is a quick one. However, our
customers looking to book a holiday want
advice about where to go, and after what has
happened in the industry recently, they
want reassurance that their trip is Atol
protected.
FOR OUTSOURCING.
Melissa Kane,
marketing and outsource manager,
UK TS Group (owner of travel brands including
Travel Club, Globe Travel and Truly Cruise) courses and regular a base abroad is not having direct
raining on new communication with our team there.
The biggest advantage of having premises products. However, with advancements in technology,
in India is that we are more profitable, as a At the same time, we keep a close eye on this is becoming progressively easier, and
result of the lower cost base. However, it is client feedback and monitor market research now we use virtual technology for
vital to have good staff. Over the past five findings. We make adjustments accordingly conference calls.
years, we have invested more than £2 million – and generally, we have found very little
in training, technology and infrastructure. frustrations. At the end of the day, travel is a Lower costs
We employ graduates who can speak service industry and our clients can always With the current instability of the UK econ-
good English and have been educated go elsewhere. omy resulting in a lot of businesses facing
to a good standard. Being based in a However, outsourcing is becoming more closure, outsourcing part of that business
big city such as Hyderabad, where common and customers are more used to it. may help companies to get stabilised,
Google, HSBC and Dell have offices, The advantage we have thanks to the invest- because of the costs saved. It doesn’t have
helps attract good candidates. We ment we have made in our technology sys- to be a long-term measure. It could be
also have an HR and training team tems is that clients don’t experience a time something that is set up in the short term,
based there permanently. This makes delay during their telephone conversation with plans for the company to eventually
it easy to recruit and train staff with our reservation staff, which is a bring business back to the UK.
because the team are English and problem sometimes faced by other I appreciate the argument of jobs going
have a background in travel. companies that outsource. abroad when the UK needs them. But it is
The other thing to bear in mind is that just also better to save an entire company by
Ongoing training because you call a UK-based company, it outsourcing part of it, than letting it go
Training involves an eight-week induction does not necessarily mean you will speak to under trying to save a few jobs.
course to begin with, where they learn about an English national. Equally, with the wrong It is slightly narrow-minded to not
the industry as a whole, which is followed people in place, our service could be poor, outsource if it could save failures – so
by specialist training in the field they will be even if we were in the UK. companies shouldn’t be afraid to consider
working in. After that, staff receive refresher The biggest challenge we face with having it as an option.
27.02.2009 39
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