A1 Travel’s secret weapon Chelsea Peak has been hitting the headlines as one of a leading travel magazine’s ‘Tomorrow’s Travel Leaders’.
Travel Trade Gazette – the world’s oldest travel trade newspaper – profiled Chelsea this month as part of its series identifying industry stars of the future.
The article explains how she set up A1’s new call centre, and reveals some of the motivational tricks used by the self-confessed ‘nagging’ agent.
One of her favourites is to encourage her sales team to print off a picture of whatever they intend to buy with their next pay cheque.
“It might be a new pair of boots or driving lessons,” she says. “It helps them stay focused on the targets.”
The article explains how after a six-week placement with A1 when she was still in college, she was offered six months’ probabation, but found that she had to work from home. Missing the chatty environment of an office, Chelsea was all set to quit – until head of sales Joanne Wikera enlisted her to open a call centre in August 2012.
As well as answering about 60 calls a day herself, she listens to her team’s conversations and mentors them on a daily basis.
“I do get on their backs and chase their figures,” she says. “And I praise them a lot when they’re doing a good job.”
Also mentioned is another of her techniques: a lucky dip word game, which challenges her staff to insert certain words such as beach ball or flip flop into their calls.
“It helps them to have a laugh with customers,” she says.
To read the article in full click here