Call and Service

A “call center” in the classic sense is always associated with a call answering service, pure and simple. This sort of operation is suitable only for a limited number of our clients, which is why we designate ourselves a “Call and Service Center”. Because the callers and the wishes or requirements they express generally initiate some sort of process. Whether this involves making a reservation, rebooking or implementing special requests, we play an integral part in that process on behalf of our clients. We perform a supplementary or downstream role in the operation. And this is an increasingly necessary development, since communication with the customer and direct handling of the entire process cuts down on the number of interfaces, increases efficiency and massively reduces the scope for error. This leads to greater customer satisfaction, because there is only one single point of contact offering an all‑round service.

• Multilingual Call Center
  
  • Information
  • Reservations
  • Helplines
  • Customer service
  • Handling of complaints

• Mastery of all reservation systems in common use
• Expertise required for rapid adaptation to new systems and staff training
• Complaints management (logging and solving complaints)
• Playing an integral part in the client’s processes by performing in-depth and follow-up tasks
• Arranging group travel reservations
• Flight refunds
• Competent use of all communication channels such as telephone, fax, e-mail and post
• 24-hour contactability with no queuing
• Quality-assured processes and workflows
• Detailed reporting of service performance and evaluation of customer contacts
• Operation of customer reward programs
• By special request, we can differentiate the way that our clients’ various customer and target groups are handled.
  
  • B2C – End consumers / private individuals
  • B2B – Companies, wholesalers/retailers and organizations
  • High-status customers, e.g. VIPs

• Provision of services to new clients at short notice
• Handling calls made via service numbers, providing holiday, weekend and peak cover, telephone follow-up for campaigns and promotions ... all available at very short notice.