A SITA voice service

In-country numbers for sales, service and support

The contact centre has revolutionized customer marketing. Not only that, it has created opportunities for cross-selling, up-selling and test marketing. Now, it is transforming from a cost centre into a profit centre. Corporations increasingly view the contact centre as a strategic advantage in such key metrics as revenue generation, efficiency and customer satisfaction.

SITA's Contact Centre Services provide a comprehensive suite of managed services that allow international and domestic callers to dial an in-country number for sales, service and support.

Transparency is a must

Whether you locate your contact centre in one global location, several regional or national locations, or even locate your agents "at home", the service has to be 100% transparent for your passengers.

SITA's Contact Centre Services deliver this transparency. They offer an array of self-service options that allow your customers to access your systems for routine information, such as flight schedules, or even to access specific proprietary applications if necessary. Not to mention the efficiency they facilitate and better use of your agents' time.

The business results your airline needs

To ensure your contact centre delivers the results you need, SITA can combine a number of options.

For example, we provide different types of numbers for your customers to access the call centre. In each originating country, customers are assigned Standard Public Switched Telephone Network (PSTN) numbers such as:

Non-geographic numbers
Toll-free numbers
Shared-cost numbers
Premium rate numbers (PRN)

As more and more ticket sales are pushed to the Internet, PRN are becoming increasingly important to many airlines' commercial strategies. The benefit of PRN is they can generate cash quickly, thus allowing airlines to gain revenue out of passenger communciations, covering partial or total cost of the call centre.

An intelligent combination

SITA's Contact Centre Advanced Services is based around two key offerings: Intelligent Network (IN) and Network Interactive Voice Response (IVR).

SITA's Intelligent Network offers an extensive range of features, including:

The ability to route calls to agents with appropriate language skills
"Follow the sun" routing that saves on costly overtime payments
Increased handling efficiency by distributing calls between multiple centres
An emergency routing plan that re-routes traffic to an alternate destination in case of unexpected conditions
Optimized call transfer that redirects inbound calls to another site upon agent request
Remote queuing that retains calls within the SITA network rather than your own switches

SITA's Network Interactive Voice Response is a comprehensive, fully managed service that can serve as a first-line interface between you and your customers by providing automated front-end call management.

SITA's Network IVR also allows customer self-service. It identifies callers, understands requirements at the network level and, as required, distributes calls to a range of centres according to pre-defined criteria, either through touch-tone or speech recognition.

SITA's Network IVR service includes:

Frequently Asked Questions - information with pre-recorded messages on general subjects, replacing first-level contact centre functions
Self-service applications - flight information, frequent flyer account status, flight delays, etc.
Call qualification - routing calls to a particular area (e.g., screening by product, subject or department)
Transaction applications - delivering 24 x 7 response and direct access to databases for basic transactions (check-in, reservations, etc.) at low unit cost

SITA's Network IVR comes with a Network Contact Management option that provides a unified virtual contact centre.

The Network Contact Management option includes:

Dynamic call routing that lets you save infrastructure costs through the use of home-based agents
Enhanced scripting capabilities that enable skill-based routing
Centralized and real-time control that provides consolidated management, supervision and reporting tools
Data collection at the network level from the Network IVR that is delivered on-screen to agents, enabling better service and increased sales opportunities

At the heart of your e-business strategy

The contact centre is a vital tool in the drive to extend and improve customer relationships. Contact Centre Services and Advanced Services from SITA mean you never have to miss a call.

Customers benefit from improved service, extended contact hours and self-service options. You benefit from reduced operating costs, increased sales opportunities and more targeted marketing.

SITA Contact Centre Services and Advanced Services are fully managed and available across 25 countries in major market places worldwide. With a feature-rich platform that allows the addition of new services according to need, SITA delivers optimized tools for customer service across geographically distributed contact centres, bringing you and your customers closer together.