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BTI trial homeworking scheme
Travel management firm BTI UK is trialling a home-working scheme for frontline consultants as it looks to meet the needs of both customers and staff.
The agency is aiming to introduce 30 homeworkers within the next six months, rising to 100 by March 2007.
Initially being trialled BTI’s Reading and Leicester officers, the move is designed to retain experienced staff who may otherwise leave – such as mothers with young children – and provide flexibility for clients.
Staff keen to work from home will undergo a series of assessments and if deemed “suitable” will have technology installed to link in to BTI’s computer systems, online booking tools and GDS systems.
Client services director Peter Kite said early results show productivity from those taking part in the trial has risen by 20%.
“There are clear benefits for us as a company, our employees and our clients,” he said. “In addition to improved employee satisfaction, we are able to offer our clients a better service, just at the times they need it. We know there are peak periods for client enquiries and introducing homeworkers to the service team mix means that clients can access extra resource, utilising highly trained staff who might otherwise have left the company, for these hours only.”
He added: “It is about creating service arrangements which supplement our existing business travel centres and operational offices.”
BTI is now working with Microsoft to introduce technology enabling homeworkers to access live online meetings.
The move by BTI could fend off a potential loss of staff to Travel Counsellors which last month launched a drive to lure experienced agents to its homeworking network.
“[Homeworkers] can offer a level of personal service that simply isn’t possible in a typical call centre environment that exists in most of the bigger buisness travel agencies,” head of business travel Kevin Heath said.
Report by Steve Jones
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