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Re.: Presentation for Contact Center Services Dear Gentlemen ,

Sincerely, Marcelo Rodríguez Managing Director Air World Travel Contact Center. Re.: Presentation for Contact Center Services Dear Gentlemen , We are pleased to submit our AWT Contact Center presentation .

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Re.: Presentation for Contact Center Services Dear Gentlemen ,

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  1. Sincerely, Marcelo Rodríguez Managing Director Air WorldTravelContact Center Re.: PresentationforContact Center Services DearGentlemen, We are pleased to submitour AWT Contact Center presentation. We thank Qatar Airways for your interest and for the opportunity to provide a quality service that will meet your needs. Wealsoextendourcommitment and dedication as wehave done throughoutourlong-standing trajectory in theindustry. Please do nothesitatetocontactusforfurtherinformation

  2. TheCompany • Whowe are : Managing Director - Marcelo Rodríguez Over 30 years in theindustry. Currently Legal TravelRepresentative of Tame, Conviasa, Hahn Air, Emirates, Aerolíneas Argentinas and Aeroméxico in severalcountries. Manager - Leonardo Zanoni Over20 years in theindustry, includingVarig, Vasp, Ecuatoriana de Aviación, and Taca. He currentlyrepresentsTame, Hahn Air, and Conviasa in Argentina. A group of proffesionalexperts in theinternationalairlineindustry, focusedonqualitycustomerservice and direct sales, withoffices in Brazil, Argentina, Perú, Venezuela, Ecuador, Colombia, Panamá, and USA.

  3. m TheCompany • Whowe are: Operating International Manager -Cayetano Cornes García Over 30 years in theindustry, includingVarig, Vasp, Ecuatoriana de Aviación, Lloyd Aéreo Boliviano, and TAM/ LAN, where he establishedseveralReservationsdepartments and International Call Centers. Marketing Manager - ReneWeinberg Over 40 years in theindustry, including 32 years in various positions at Lufthansa in differentcountries. He alsoserved in Spanair and EL AL.  Sales Manager - Andres Lorenzeti Over 30 years in theindustry, includingseveral positions at Aerolíneas Argentinas, Austral, Lapa, and Iberia in variouscountries.

  4. TheCompany • Where are we: • Strategically located in the City of Buenos Aires • Downtown offices with high operational infrastructure • High safety and health standards • Technical design • What we do: • We satisfy the operational needs of Commercial Airlines in Latin America, the Caribbean, USA, and Europe though our high-tech service.

  5. TheCompany • Objective: • To foster airline presence in the market • Vision: • To provide the best Call Center support in the industry • Values: • We work with a team that values experience, ethics, quality, effectiveness, engagement, and customer profitability and satisfaction

  6. TheCompany • Main pillars of our success as provider of call center outsourcing solutions for airline customers EFFICIENCY EXPERIENCE CLOSE CUSTOMER-PROVIDER RELATIONSHIP SPECIALIZED HUMAN RESOURCES GLOBAL TECHNOLOGY TEAM WORK OBJECTIVE FOCUS ON THE CLIENT

  7. Operation / PerfomanceProfile • Line staff trained in multiplefunctions • Hours: 365 days, 24 hours a day (America, Caribe, Europe) • Reports : AHT-AbandonLevel-CallsRoute Country – Callflow Curve of creditcardssales • Scope of service: Tailoredtoclient’sneeds • ServiceLevel: Average 70/30, adaptedtotheproduct • Teamshandleinbound and outboundactivities • Back Office: Special Service - FrequentFlyers - Website - Reissues - Rates - Chat - Email – Queuemanagement • CustomerService (SAC) in Portuguese, English, and Spanish • CustomerServiceorganizedby country and language • Quality Control: Callrecording and online verification

  8. Technology • Asterisk software platform is the most powerful, flexible and extensible telecommunications available today. It is designed to interface to any piece of phone hardware or software phone. • IVR • Musiconhold • Queue Management • Easilyscalable • Conferencerooms • Asterisk Server Communications • Extranet forCustomers • SLA: Supportlevels • Communication 0800-0810 • Integratedvoice mail whith email • Callrecording • Callwaiting

  9. Human Resources • Colleagueswhithextensiveexperience in theCommercial Airline industry • Bilingual and trilingual staff (English, Spanish, Portuguese) • Standardization: Comprehensive care of Paxs from all countries • In-house training • Local recruting • GDS • Team Focus: Info / Resolutions/ Sales • Personalizedcoaching  • Opportunities for proffesional advancement

  10. Reports and StatisticstoSenior Management • Online operational auditing • Daily and historical statistics • Management/case unit reports • Call traffic reports • Records by country / language • Operatingperfomance analysis • Reports are tailored tothe client’s operational and comercial needs

  11. Gracias • Obrigado • Thank you

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