Travel Solutions Network announces first strategic partner

"Skill set matching and sophisticated rostering will mean we always have first access to the staff we have trained, but these same staff can be used by other companies in the days/hours we don’t need them – keeping them motivated and always earning.

“The partnership allows me to build my internal call centre resource to match my median demand, allowing me to maximise efficiency and not carry excess staff. Topping up internal resource up with an experienced but flexible outsourced team allows me to deal with peak demand on certain days of the week or hours of the day, as well as allowing seasonal peak demand to be planned for.

"This protects Trending Travels brand and allows me to have an ‘always on’ approach to advertising, as I know we can flex to deal with the enquiries it creates."

Managing director Ruth Endacott said: "Keith understands and fully embraces the benefit of sharing our expert sales team with other business as long as Trending Travel have first call over the staff they have invested time and effort in training."

According to TSN, average annual call centre staff turnover is in excess of 40%, meaning expertise is often lost faster than it can be trained. This level, the firm claims, drops to 25% when staff are allowed to mix homeworking with call centre hours. TSN says it hopes to reduce this to 15% with its mix of outsourcing and own book business.