There’s a lot to think about if you’re considering a move into a home-based role, writes Katie McGonagle
Homeworking is nothing new: long before Covid-19, enterprising agents could be found booking complex multi-centre journeys from their spare room or juggling phone enquiries while waiting at the school gates.
But with the pandemic prompting the rest of the working world to realise you don’t need to be in an office to do your job, home-based roles have increased in popularity, offering many advantages for agents and customers alike.
So what do you need to keep in mind if you’re thinking of making the move into travel homeworking or switching from one model to another? Being your own boss sounds like the dream, but what are some of the pitfalls you need to avoid?
People power
Flexibility is a key benefit of homeworking, and now more than ever, you’ll find home-based agents fitting travel sales around second careers or expanding from a solo enterprise to a small family-run business, without incurring the overheads of a high-street shop.
Linda Pyle, director of Brilliant Travel, part of the Barrhead Travel Group, says: “We’ve seen an increasing trend in enquiries to join us as a home-based agent following Covid, as people want to work from home.
The demographic of the home-based agent has changed from the at-home mum or dad. We are now seeing people with dual roles running successful homebased businesses, along with some who have retired, but want to stay in business, with less stress and greater flexibility.”
However, it’s not just agents’ expectations that are driving the shift. Instead of the traditional face-to-face drop-in, some clients prefer to contact agents online, via social media or through email and phone interactions – and they don’t always want to wait until the next day’s office hours for a response.
Colin Martin-Weekes, franchise general manager at GoCruise & Travel says: “Customers want more of a personal connection with who is arranging their travel plans. Giving them options to contact outside of normal working hours certainly is advantageous to customers.”
Learning the ropes
The factors at play in choosing a homeworking agency will vary depending on your level of experience and personal circumstances. Whether you’re an aspiring travel agent who is joining the industry for the first time, or returning after a career break, it’s crucial to understand how much training and support you’ll receive from the outset and as you look to expand your business.
This might make a greater difference to your long-term earnings than simply considering commission levels and start-up costs.
Ask about company WhatsApp and Facebook groups, mentoring schemes and meet-ups, which can provide the camaraderie and coaching that will steer you through those early days in the lead-up to your first big booking, or help you to field unexpected questions from customers.
Travel Counsellors, for instance, pairs every new member with one of 150 experienced mentors for their first six months, and provides business coaching, product support, regional and virtual training and live ‘TCTV’ shows.
More than half of its members take this beyond the training stage to partner up in TC Teams, collaborating with at least one other on a regular basis. The results speak for themselves: they earn 129% more than those who work purely independently, and all of the company’s top 10 performers work as part of a team.
Travel-pa also operates a buddy scheme with 24-hour support seven days a week for the first two months, while Not Just Travel and homeworking division The Travel Franchise hold overseas mentoring retreats and business development sessions to help agents scale their business.
Think about the tech side, too – what kind of software and equipment does the company provide, and what will you need to invest in yourself? Vertical Travel Group’s four homeworking brands – Your Holiday Booking, Holiday Elite, Instant Holidays and Instant Breaks – all get access to tools from in-house technology provider Vertical Systems.
Business development director Damian Mc Donough says: “The key to the success of any homeworker is to provide excellent customer service 24/7.
We have the best-in-class technology and our customer relationship management system and quotes enable quality information to be quickly sent to clients.”
Switching lanes
If you’re coming to this sector with previous experience, whether you’re moving from a retail role, a different branch of travel or from one homeworking model to another, it’s crucial to consider what new responsibilities you’ll be taking on.
You might be comfortable closing a sale, but what about generating new leads and developing your database, paying attention to the finer details of ticketing or taking payments, and understanding the regulations of running your own business? Homeworking agencies have differing levels of back-office support, so be realistic about where your strengths lie and where you will need extra input.
Make sure you have access to a great team and great resources in a company with a strong culture, so you never feel alone
Find out how much ongoing training is on offer, both to stay up to date with new product through webinars or fam trips, and to help with writing business plans or setting targets for growth as your business matures.
And if you’re switching to another homeworking company, read your contract carefully to understand what will happen to pending commission.
Kelly Cookes, chief commercial officer at The Advantage Travel Partnership, which has the Travel Specialists homeworking model, says: “If you are considering homeworking, I would encourage you to explore all the options fully. Do you want to operate under your own brand or a centralised brand?
Do you want support with paperwork or to own the end-to-end process? Would you like a base nearby that you can go into? “All of these questions will lead you towards a different model, and as a one-stop business hub, we have something to suit everyone. Make sure you have access to a great team and resources in a company with a strong culture, so you never feel alone,” she says.
“A lot of our business is via word of mouth”
Leanne Moore, The Holiday Lady, Inspire
“I worked as a travel agent in call centres until I started my own business in 2015. My sister, Lisa Reed, joined two years later, then we took on my eldest son, James, and another agent, Jade. I have four children, so I started with families from school and football teams; a lot of our business is via word of mouth. We live in the northeast so our main customer base is in Newcastle, with deals from Newcastle airport.
“We started off with 600 followers on Facebook; eight years later we have 34,000 and we turned over £1.3 million last year. I changed homeworking companies in 2023 and one question I asked was: ‘Can you dynamically package?’ The freedom and flexibility for my customers were massive attractions. I also liked that there were no credit card fees, the business development managers are amazing and Inspire has so many suppliers. We are so passionate about our business and I think this comes across to customers.”
“Now, I work as and when I want to”
Mandy Hare, Club Voyages
“I worked at Lunn Poly for almost 15 years, but unfortunately the hours were too much with my children. They’re now 21 and 18, and my son is at university in New York. I wanted to be able to see him without requesting leave, so I researched homeworking. Now, I work as and when I want to, and I can make it fit around my lifestyle.
We’ve got a WhatsApp group for the company and we’ve become really good friends; we all go to trade shows and events together. My system also goes with me wherever I go, so I don’t lose out on a sale – recently I booked a holiday while on the train to London and another when I was in New York. You need to be organised, but it is a very fulfilling job.”
Homeworking: The pros and cons
Pros
- Work flexible hours with no commute
- Be your own boss
- Good earning potential
- Specialise in your chosen field
- Base yourself anywhere
Cons
- Need to generate new business
- Requires lots of determination
- Must be comfortable working independently
- Lack of office/shop atmosphere
- Variable earnings every month
Gary Gillespie, managing director, Independent Travel Experts
Customer base
“If it’s your main source of income and you don’t have an existing database or a large network of family and friends to market to, you need a contingency plan to see you through until you’ve established a regular flow of bookings. ITE provides an option for 50% of commission to be paid the month after booking to help with cashflow, with the remainder paid after departure. My advice is to dig deep into what’s being offered and make sure it meets your needs.”
Sheena Whittle, head of The Personal Travel Agents
Company support
“Do your research – it’s like finding the perfect pair of shoes, you have to try a few on and find the right fit for you. It’s easy to be captured by the big headlines from recruitment ads, but when you open your laptop on your first morning at home, have you got the right support, financial package and technology?”
Kerry Gallagher, managing director, Silver Travel Advisor
Repeats and referrals
“Be prepared to put in the hard work, especially in the first year or so. Do as much product training as you can, build your social media presence, network in your area, grow your contacts and potential customer list. It takes time to build up a customer base, but when you do, ensure you focus on generating repeat bookings and referral business.”
Abbie Heaton, group manager, Personal Travel Consultants, Blue Bay Travel
Specialising
“There are so many companies to choose from: some specialise in certain areas such as luxury or cruise, others offer different commission payment options, and some provide different levels of technology or head office support. What training is available? If you’re planning to specialise, do they offer Clia membership, conferences with access to suppliers, local events and the freedom to sell what you want to sell?”
PICTURES: Shutterstock/Africa Studio, DimaBerlin, PaeGAG; Samantha Bailey; Steve Dunlop
Click here to read the 2024 edition of the Guide to Homeworking.