Travel Counsellors

How we transformed onboarding into a high-impact blended programme 

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Travel Counsellors forms a community of almost 2,000 independent travel experts, who franchise the TC brand and access training, support, and other resources to build a thriving business.
 
 

Our approach

They wanted a best-in-class, scalable blended onboarding programme as part of a broader shift to hybrid ways of working – something that could be delivered globally with consistency. The new experience – from recruitment to graduation – was to be personalised, paced and spaced as needed, with ‘touchpoints’ designed to keep contact and conversation central to the experience. 
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How we worked

We worked with a user group of working Counsellors to audit and remodel over 100 modules into a flexible, seamless curriculum that optimised speed to competence.
 
Setting their own pace to learning modules, new joiners also received regular interventions to give support, one-to-one and group contact. That really mattered to TC, and was central to the challenge they set. 
“When new counsellors sign up, they’re making a massive investment in their future. We wanted to reflect that with a learning experience that had the right pace, depth and energy to it. Desq helped us to do that and to make that first real engagement of our new counsellors the right one.  

The result set the bar for the way we engage and connect our counsellors to learning throughout their career. I’m confident that this puts us in a great position to be recruiting and enabling the next generation of Travel Counsellors. It leaves them ready to go, fired up, and well-supported.”
 
Matt Harding, Head of Franchise Sales at Travel Counsellors

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The impact

These touchpoints, or ‘moments that matter’, made the whole onboarding experience stick together, kept it human and made it feel good. They connected the self-paced learning with regular person-to-person contact – a vital chance for encouragement, celebration and the exchange of insight and understanding. And without prompting, those cohorts of new starters kept in touch, sustaining their digital peer support groups informally into their careers. 
4.85 out of 5 trust pilot, 96 NPS Score, £238,000 Saved
“I was dreading two weeks of screen time. I could not have been more wrong. The content was pitched perfectly, questions and challenges were welcomed. The onboarding and training team were fabulous - no question was a silly one. They were able to flex the course according to the needs of the new TCs in my group - some things we completed quickly, others we wanted to spend more time understanding, and that was fine. And I formed a firm bond with the other new TCs in my group that I know will serve us all well going forwards.”  

Recent graduate review, TrustPilot  

“I thought I'd miss not being in a traditional classroom environment, but the daily Teams calls helped me to feel part of a team and keep on track. Being able to work through modules at my own pace was great.” 

Recent graduate review 
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OneIT strategy 

A playful world of real-life learning.
 
OneIT is designed to bring a seamless IT core to work processes across the business, from HR to manufacturing, supply chain to R&D.
 
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