The Virtual Travel Agency Many call centre managers have dismissed teleworking as ‘great in theory but unworkable in practice’. This is the story of how a call centre operation can work entirely with agents working from their homes. At On-Line Travel, there are 40 travel consultants handling between 400 and 1000 calls per day, mostly from people responding to Teletext advertisements. There is no difference between this and most other travel agencies, except this one has no retail shop and no visible call centre. On-Line Travel is a ‘virtual’ travel agency, founded in 1997 and flourishing. In fact, this innovative agency was cited as the fourth fastest growing company in the UK and, competing with 100 other Fast Track companies, won the Sunday Times/Virgin Atlantic Award f

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