Urbanweb questioned over anti-agent tactics

 

 

 

 

 

 

 

 

 

 

 

Journal: TWUK	Section:
Title:	Issue Date: 29/05/00
Author:	Page Number: 80
Copyright: Other

 

 

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Cosmos tells Endacott to halt staff's controversial sales techniques

 

Urbanweb questioned over anti-agent tactics

 

Report by STEVEJONES

COSMOS has held urgent talks with its direct-sell call-centre operator Urbanweb following a survey that condemned reservations staff for telling callers to bypass agents (Travel Weekly May 15).

 

Urbanweb managing director Steve Endacott was hauled into a meeting with Cosmos managing director Nigel Wright and was told to put a halt to anti-agent sales techniques.

 

Endacott said that following the meeting, he has told staff to stop anti-agent sales techniques. "It is not policy,” he said. "It was one staff member being over enthusiastic.”

 

News of the talks emerged as Cosmos admitted holding a significant stake in Urbanweb, which runs the operator's direct-sell operation.

 

It was previously thought the two companies only had a commercial agreement. Cosmos' parent, the Globus Group, invested around £400,000 in the start-up operation and holds a shareholding of around 20%.

 

Wright admitted the stake was enough to "have an influence” on the business. He stressed the shareholding did not mean the company was embarking on a direct sales drive.

 

"Our direct sales were 1% of our business before the Urbanweb deal and it's only 2%-3% now,” said Wright.

 

Wright: told Endacott that his tactics were undermining agents