Libyan Airways opts for managed contact center solution to build on SITA network agreement
Building on a 10-year IP-based network contract announced in August, SITA today said it is to provide Libyan Airways with a fully managed contact center solution covering nine countries.
Services provided will include reservation bookings and changes, ticket sales, general and flight-related information for customers in Austria, France, Germany, Greece, Hungary, Italy, United Arab Emirates, United Kingdom and Saudi Arabia.
Tarek Ereiby, CEO of Libyan Airways, said: “We need to be more customer-focused, competitive, and better able to respond to increasing regional competition. Our initial network deal with SITA opened up the door for new value-added services to do just that, and this managed contact center solution is next in putting us a step ahead. By improving the way we communicate with our customers we can reduce the number of dropped or lost calls, and increase the number of tickets sold.”
The contact center will initially be staffed with 10 customer service agents, and is expected to grow by 30% year-on-year. Calls are to be handled in four languages: English, Arabic, German and French.
The solution takes advantage of SITA’s flexible network infrastructure and collects calls from the nine countries covered, routing them to a contact center site based in Cape Town, South Africa. The call center is managed in partnership with Mindpearl – a global provider of outsourced customer contact solutions - which handles some 5 million calls per year for customers such as Finnair, North American Airlines and Swiss. The SITA solution is very flexible in nature, and Libyan Airways can easily integrate additional countries in the future.
Libyan Airways core competency is transporting passengers, and they were lacking internal know-how and experience in running a contact center environment. SITA is also helping the airline define their customer care and contact strategy, and will be providing clear reporting on the efficiency of the contact center operations on an ongoing basis.
Khodr Akil, SITA Regional Vice President for Africa said: “It makes great sense for SITA and Mindpearl to provide Libyan Airways with an environment tailored to their specific requirements while building on the existing network agreement. We are pleased to be considered the airline’s preferred IT partner, and look forward to a long and fruitful partnership.”
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