Godrej Upstream trains its agents using IATA certified course materials for its off-shore call center ensuring that only well-trained, internationally accredited travel agents handle calls from your clients. Upstream is the only reservations center in the world that is authorized to train and “IATA certify” its travel agents.

At Godrej Upstream, we place special emphasis on training, as a tool to equip our associates and other team members with knowledge, skills and attitude necessary to enable each of them to deliver beyond client expectations. For us, training is not a one time exercise but an ongoing process to help associates to be the best in a very dynamic industry.

The In-house training curriculum includes:
Induction – Associates are welcomed to Godrej Upstream through an “induction” program, where they are familiarized with all the functions of the organization, introduced to the Godrej Upstream team and initiated into the process of team building.

Pre-process training – Involves grounding in the basics of Customer Service, improvement of language skills and development of a practical insight in the workings of the travel industry.

Voice and Accent Training – The associates undergo a 2-week voice and accent training module aimed at accent neutralization and further accent development focused on the US or UK market as the case may be.

Process Training – Involves training on client specific processes in accordance with the client's needs. We employ the “train-the-trainer” approach where our key trainers are trained overseas and they in turn, train the teams in India.

One-on-One Mentoring – At the end of process training, all associates are placed under 100% Quality Control and Mentoring under Team Coaches while training on live e-mails.