Unijet, one of the most successful travel companies has chosen to adopt ISV's unique training - agent sales and productivity has soared as a result.
Unijet has three call centres employing over 100 agents. One is at their head office in Haywards Heath, the second in Gatwick airport and a third in Northern Ireland. Between them they deal with over a million passengers, booking seat-only flights, car hire and a variety of attractive inclusive holiday packages worldwide.
The company evaluated ISV's solutions and originally purchased a small system to try out. Subsequently, more licences have been added due to the success of the initial project.
Before the ISV system was implemented, training was delivered to new recruits on a one-to-one basis. The new agent would be shown how to carry out a particular job by sitting and watching a more experienced operator and then doing it under their trainer's supervision.
Due to other commitments the staff doing the teaching couldn't devote all their time to the trainee, which made it a fairly hit and miss process and meant that the new agent's probability period often had to be extended.
Obviously this was not a satisfactory or cost-effective arrangement as Phil Swinard, Group Training and Development Manager said, "A lot of time was spent waiting for other people. If a trainee had a problem while taking a call from another customer, the would have to put them on hold until they found another member of staff who could resolve the problem."
Using the ISV software, training is now concentrated into four weeks and held in dedicated training rooms. Training quality has improved across the board. In fact staff are now able to start taking real calls before they finish.
"The on the job method of training wasn't really working as people found it hard to learn," said Kate McIntyre, Training Executive, "The new way seems to work much better and people are learning much more quickly. New staff now pass the probation period when they are supposed to."
Unijet already have proof of these improvements. For instance the letters of thanks from travel agents for the way trainees have been handling their a calls. | 
