Managed Contact Centre

To remain profitable, airlines need to increase passenger levels and cut operating costs, while providing equal or better service.

The Managed Contact Centre service provides a suite of building blocks to fully out-task reservation calls in the most professional way.

Overview

As airlines face rising fuel prices, increased competition from low-cost carriers and continued industry consolidation, they need to:

Increase passenger levels (load factor)
Cut operating costs while providing equal or better service levels
Raise customer satisfaction levels by improving customer experience through continuous monitoring
Implement route flexibility across their networks
Focus on their core business: flying people

As the airline outsourcing trend accelerates, airlines realize they can:

Grow the number of ticket sales via call centres
Focus on call quality – increase first contact resolution and customer satisfaction
Increase the sales/call conversion with outsourcing
Eliminate/reduce on-going issues in managing people in contact centres
Gain instant technology upgrades

The “building blocks” of Managed Contact Centre services are:

Managed Contact Centre services provide the following benefits.

Managed Contact Centre services include the following features:

An assessment and recommendations of the call centre activity and solution to implement (in-source, out-task, etc.)
The handling of the calls on your behalf with agents specially trained and managed by quality managers
Training so agents can access the customer’s reservation service and conduct a booking, retrieve a reservation reference (PNR), etc.
A “pay as you go” model, without any CAPEX investment
A dedicated suite of services and technology supported by the world’s best practices in customer service
A “full” package developed for small-to-medium, large, and start-up airlines
Collaboration between major providers: SITA, partners and third-party providers
A flexible and scalable solution
Proven expertise in the reservation business