Blue sky thinking (training at First Choice Holidays)

Blue sky thinking (training at First Choice Holidays)

Carter D.Training Journal, August 2006, Start page: 21, No. of pages: 4

Purpose – describes why First Choice Holidays won the Training Journal’s Outstanding Achievement Award for 2006. Design/methodology/approach –explains the faults that were identified in the human resource management and training system in company’s call center in 2004 and describes the partnership developed with Blue Sky Consultancy to improve the system. Sets out the training program that was developed by Blue Sky Consultancy and indicates the early signs of its success. Findings – reports that 97 percent of the call center team improved their sales performance month-on-month after completing the training and that average passenger value had increased by 12 percent. Originality/value -– gives an example of an award winning training program.ISSN: 1465-6523Reference: 35AW787

Keywords: Call centres, Tourism, Training