The academy will combine live and virtual teaching, guest speakers, monthly tasks, self-study, coaching clinics and toolkits, with agents assessed throughout the six months before completing a final exam.

Those who successfully complete the CPD-approved programme will receive "international recognition" alongside an InteleTravel Customer Service Excellence badge and certificate.

The first cohort will be limited, with agents required to apply for a place. The pilot is expected to comprise around 100 to 200 agents, although the final intake size has yet to be confirmed.

Debbee Dale, Managing Director of Debbee Dale Development, told delegates the programme had been developed over several months and would focus on the fundamentals of customer service, as well as the psychology of how agents interact with clients.

"This is not a one hit wonder," she said. "This is something that is going to carry on for a long time."

She added the programme would look at customer profiles, relationship building and how agents deliver service throughout the customer journey. Active listening, proactive communication, attention to detail and consistency will all form part of the training.

'This gives our agents international recognition'

CEO James Ferrara told TTG the programme was the "brainchild" of Dale and Tricia Handley-Hughes, InteleTravel's UK, Ireland and UAE Managing Director. 

"That's why we're launching it in the UK – but we're going to take their programme and bring it over to the United States," he said. "It gives our agents formal recognition with a badge they can use on their website, business cards and elsewhere. 

"We've always been perfectly capable of training our agents, but this gives them international recognition – that's very powerful."

Further information on applications will be released in the coming weeks.