Training and Development

Travel24 uses extensive training and development processes to make sure that it’s maintaining a high performing culture. We foster employees and provide them with the tools and support needed to succeed. We use initial training, as well as ongoing coaching and client-specific training in order to obtain increased autonomy, alignment, consistency and quality.

Travel24’s New Hire Training puts all the new agents through a one-week paid training course in our state of the art, in-house training centre. Here they learn about:

  1. Company Fundamentals

  2. Travel24 history and background
  3. Travel24 quality standards and monitoring procedures
  4. During this training, agents will role-play and practice on test accounts. These methods ensure that they know how to efficiently navigate our system

  5. Some topics will vary depending on the communication channel that the group is being trained for, as follows:

  6. Voice Support
  7. Dedicated Account and Culture Training
  8. Continual Development
  1. Voice Support

  2. Customer service and sales skills for the employees of a call centre environment
  3. Customer service and sales skills in an electronic environment, by using the best practices when it comes to emotive text communication
  4. The best console operational practices when it comes to Live Person services, understanding and maximizing the use of all console features
  1. Dedicated Account & Culture Training

  2. All the agents in our Dedicated Service Delivery Model handle a specific account. Therefore, they must complete a full training program specific to the client in order to represent the customer live. Each account-specific training curriculum is developed by our Training Manager and approved by the client during the implementation process. We encourage our clients to be as involved in the process as they need. Once the training materials have been approved, we use a “train-the-trainer” approach for the new accounts. It means that we enable Travel24 to develop experts on each of our client accounts and to deliver superior training to our contact agents.
  3. Our hands-on approach ensures that your specific training curriculum is specially designed for your company and that it meets the goals of your account. The attention to details and account characteristics allows the Travel24 Team to become a real extension of your company. It helps us to understand and integrate the characteristics of your culture and environment, in order for us to deliver the highest level of customer service on your behalf.
  1. Continual Development

  2. Agent monitoring and coaching are practiced on a daily basis to make sure that client goals and standards are being met. Training is always available to improve individual agent performance and to solve any need that might arise.