Best Practice Events & Site Visits

We facilitate site visits and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Planning: Keeping Ahead Of The Change Curve In Travel At Jet2

Published on 16 June 2020

Planning: Keeping Ahead Of The Change Curve In Travel At Jet2

Virtual Site Visit, held on 16th June 2020

Watch the recording of the Virtual Site Visit presentation.

planning: keeping ahead of the change curve in travel at Jet2

See how the customer contact operation at Jet2 has been transformed, to sustain growth and be increasingly agile in a challenging market, with homeworking, real time automation and digital channels.

Summary 

Transformation over the past 18 months has been rapid, powered by planning, resource strategy and technology. This is made possible by a culture that embeds change, to drive benefits and become increasingly agile. Homeworking is highly developed and fast-growing, with UK-wide recruitment and a robust virtual support network. Real Time automation (ARTI) from QStory is freeing up time for analysis and supporting homeworkers. Digital development plans include chatbots, asynchronous and in-app messaging. There’s been a hugely positive impact on colleagues and customers, with annualised attrition down to just 18% and adherence up to 82%, both in sales. What’s more, Jet2.com and Jet2holidays were the only travel sector businesses to feature in the Top 25 of the UK Customer Satisfaction Index.

Results 

  • Homeworking up c.58% year-on-year 
  • 86% of sales team working from home 
  • Mainline sales adherence up 16% points, to c.82% 
  • Sales team annualised attrition down to 17.8% 
  • Retail conversions up 28% on benchmark 
  • UKCSI top 25 for Jet2.com and Jet2holidays 
  • CSAT ratings of 82.6 and 82 respectively 
Comments (0)Number of views (965)
Print

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved - theforum.social