Jetline Holidays

Jetline later changed strategy to focus on creating its own “dynamic packages” for land-based holidays using low-cost airline flights and bed banks for hotels, with enquiries generated primarily through its website.

The firm also now specialises in cruise holidays with a call centre of around 50 staff handling cruise enquiries from its office in High Barnet, north London.

The majority of Jetline’s enquiries for land-based holidays are dealt with by a call centre in India, which has a team of 110 sales staff.

As well as its own direct business, Jetline also has a range of partnership deals with major UK newspapers, as well as buying calls from brands such as icelolly.com and Holiday Discount Centre.

The call centre sales teams are backed up by a group of 20 customer service staff who deal with practical post-booking enquiries from holidaymakers about ticketing and other issues, as well as any complaints.

Jetline has also been on a major drive to improve the quality of its services through a quality control team, who will randomly call customers to check satisfaction levels and “see how people on the phones are delivering the service”.

Part of the drive for improving the performance of its call centre staff has been to meet the service levels required in its partnership deals.

This process also includes monitoring calls between agents and customers to improve customer service, particularly on the cruise side of the business where calls tend to be longer because of the more complex nature of the holiday being sold.

Enquiries for land holidays are generally shorter and less complicated, but Jetline still listens to a selection of these calls to make sure “they are picking up any problems”.

Jetline is also developing its own “bespoke” software to improve the quality of its services.

• jetlineholidays.com