Helping the world’s leading airline reach greater heights
The client is the largest airline in the UK. It has been voted No. 1 super brand in 2014. The airline covers 160+ destinations across the globe. The company also boasts of having its own engineering department to maintain their fleet of aircrafts which includes line maintenance at 70+ airports globally.
The client wanted to collaborate with a partner having extensive experience in delivering end-to-end customer support to global customers. Real-time and quality resolution of queries was a priority requirement. The client wanted its service partner to implement cost effective solutions and to be fully equipped to liaise with client’s internal teams in case of service disruption.
Arvato’s team of customer support executives worked closely with the client’s internal team to formulate a support strategy that was effective and cost efficient at the same time.
With Arvato’s right-shoring capabilities, we provided superior customer support across UK, North America, Latin America and South America.
Liaising with the client’s internal team ensured that support was available even during service disruptions.
A team of 380+ customer support representatives was formed to work exclusively on the project and offer solutions for various customer queries via phone and back office support.
The successful collaboration between the client and Arvato began in October 2013 and still continues to grow strong. Arvato helped the client with phased transition based on multiple work streams. On an average, 2.2 million calls are handled by Arvato customer support representatives per year for the client offering a real-time resolution of customer queries.