Introduction: World Travel Holdings UK
World Travel Holdings UK is a leading travel services provider, specialising in packaged holidays and travel bookings worldwide. Operating a high-volume contact centre, World Travel Holdings UK closely monitors agent performance to ensure bookings, customer satisfaction, and compliance with industry standards. Their teams of sales agents and supervisors rely heavily on call monitoring and coaching to maintain service quality and drive revenue.
The Challenge: Managing Productivity and Performance
Before SystemsX, World Travel Holdings UK faced key operational challenges:
Manual monitoring of calls was time-intensive for supervisors.
Productivity management across working days and weeks lacked actionable insights.
Performance assessment and coaching were inconsistent, often reactive.
Sales supervisors had limited visibility into calls that included quotes, links, or relevant sales cycles.
Compliance monitoring and call scoring were fragmented, reducing the ability to identify risks or opportunities.
As a result, coaching decisions often relied on gut feel or small sample calls, rather than clear data, and identifying trends across teams was difficult.
Solution: SystemsX Sense
SystemsX Sense was implemented to transform World Travel Holdings UK’s contact centre operations by:
Automating call scoring and quality monitoring: providing objective metrics for every sales and service call.
Enhancing compliance monitoring: ensuring regulatory and internal standards are consistently met.
Aggregating team-level trends: allowing supervisors to identify strengths, weaknesses, and coaching opportunities.
Supporting sales supervision: linking calls to quotes and the sales cycle for better performance visibility.
Benchmarking teams: creating friendly competition and measurable performance improvement.
Practical Implementation Example
World Travel Holdings UK conducted a two-month trial with a cross-section of agents (top, mid, and low performers):
Month 1:
Sense evaluated individual and team performance metrics, including booking conversions.
Supervisors used insights to deliver targeted coaching.
Month 2:
Performance and coaching feedback were measured using Sense metrics.
Results:
Significant increase in conversion rates across the majority of agents.
The trial team outperformed their respective teams in brand adherence and booking conversions.
Insight: Sense highlights gaps in competency, enabling supervisors to coach with confidence and clarity.
Impact on Agent Performance and Team Coaching
Travel-Tuned Performance Coaching at Scale
Before SystemsX, performance reviews relied on manual listening and subjective assessment. Sense now tracks behaviours and skills specific to travel sales calls, making “good” performance clear and measurable. Coaching is more consistent, targeted, and actionable. Teams now compete healthily on quality call benchmarks, driving motivation and results.
Manager Productivity
Supervisors saved hours a week previously spent manually reviewing calls.
Focus shifted from listening to leading and coaching teams.
Automated alerts for performance deviations allow proactive interventions, increasing bookings and revenue.
Turning Unstructured Calls into Insights
Sense provides visibility into compliance, risk, and opportunities that were previously invisible. Supervisors can quickly identify trends at the team or brand level, supporting data-driven decision-making. This insight gives leaders confidence in operational decisions and coaching efficacy.
Business-Wide Context
SystemsX Sense has significantly impacted the contact centres at World Travel Holdings UK, representing two-thirds of the business.
Trading and marketing teams now leverage Sense feedback to guide operational decisions.
The contact centre remains the largest opportunity for AI-driven transformation, especially in:
Accessing and centralising partner information
Providing agents with instant insights during calls
Reducing errors and inconsistencies
Challenges for Next Phase:
Integrating the right data, processes, and content owners.
Ensuring accurate utilisation of Sense insights across teams.
Improvement Metrics
Insight Adoption & Actionability
Supervisors acted on 100% of actionable insights from Sense’s monthly performance summary
Enabled proactive interventions, compliance adherence, and revenue improvement
Alex Dixon: “Sense AI not only shows us what’s happening in calls but also why. It has transformed the way we coach, benchmark, and make decisions.”
Alex Dixon: “For any travel company looking to scale performance coaching and improve booking conversions, Sense AI is a must. It gives clarity on agent performance, compliance, and operational trends, all in one platform.”
Biggest Impact
Consistent coaching across all agents
Objective performance measurement and benchmarking
Increased conversion rates and revenue
Improved supervisor productivity
Enhanced compliance oversight
Working with SystemsX
Smooth integration with existing call systems
Expert support throughout trial and rollout
Collaborative approach to tailor Sense to World Travel Holdings UK’s specific sales and service environment
“Transform your contact centre operations with SystemsX Sense, the solution designed for travel companies seeking consistent performance, actionable insights, and measurable growth.”
Get started with confidence. SystemsX offers a free trial during the initial setup, reducing risk while you get up and running.
