Best-quality customer service
Background situation
In 2005, United Airlines commissioned Arvato to take on their European customer service functions and set up a new location in Poznan (Poland). In moving the services to Poland, the customer wanted to increase customer satisfaction by improving quality and at the same time to reduce costs. The goal was to establish standardized and best-quality customer service across the European market.
The scores from arvato have consistently been the highest in satisfaction and the lowest in dissatisfaction in comparison to all of our offices.
Heather Munson, Manager Supplier Performance, United Airlines
Customer benefit
Customer satisfaction has increased considerably through
targeted initiatives to guarantee and raise quality. Arvato is the leader in quality in United Airlines’ worldwide service center network and thereby supports the airline in its focus on end customer satisfaction.
Success story
Building on the successful takeover of the European customer services and the continuous improvements to performance, Arvato and United Airlines expanded their partnership: Arvato obtained the contract for Asian customer service functions and the development of a service center location in Shanghai, China.
In the Shanghai location an Arvato team deals with flight reservations, group reservations and the »Mileage Plus« rewards program in Cantonese and English. Here, too, the customer service staff achieved extremely high customer satisfaction ratings within a short time.