TSN has secured contracts with some of the UK’s largest travel brands in the last 12 months and it now believes it can “dominate” the outsourced virtual call centre space.
In October, TSN announced a partnership with easyJet holidays to offer increased booking support to customers.
To accommodate recent growth, TSN said it hopes to recruit more homeworkers, taking the total beyond 150.
Chief operating officer Lindsey Winterburn said: “Critical mass was always going to be important, and now we have exceeded this; expansion becomes much easier as we have enough flexible staffing capacity to onboard new partners quickly and easily.
“This creates a unique opportunity to support even more travel businesses, who are finding it increasingly difficult to recruit experienced travel staff for their call centres.”
TSN was set up during the pandemic with the intention of giving experienced agents the tools to run their own homeworking businesses, which they could supplement by providing overflow call centre support to help firms keep up with booking demand.
Homeworkers sign non-disclosure agreements upon joining TSN and are contractually obliged to keep the two revenue streams and customers separate.
Winterburn said: “Winning the contract to run easyJet holidays call centre clearly attracted a lot of attention in the UK travel trade and persuaded many more travel brands to look at the extensive benefits of our model.
“I am happy to announce that we have now secured an agreement to work with Thomas Cook to support to their in-house call centre.”
Chief executive Garry Winterburn noted how virtual call centre commissions were an “attractive top-up income for homeworkers”.
“Virtual Call Centre commissions are paid on booking, which when combined with good volumes of convertible calls, makes it an attractive top-up income for homeworkers,” he said.
“TSN’s ability to offer this secondary income stream and market leading commissions share of up to 80% on the homeworkers own business, is why we have been able to recruit and expand so fast over the last nine months.”
