- BT.com
- At home
- Business
- UK Large business & public sector
- BT Group
- Choose Country or Region : United Kingdom
Jump to:
You are seeing this message because your web browser does not support basic web standards. Find out more about why this message is appearing and learn what you can do to make your experience on this site better.
-
Case studies /
Geoservices: Fuelling business growth with a fully managed global network solution /
Air China: Chinese airline chooses superior network solution
Air China: Chinese airline chooses superior network solution
Challenge
Air China wanted to enable calls from European customers to be directed to a multi-lingual contact centre where they could be routed to an agent able to deal with the enquiry in the caller’s own language.
Solution
Air China chose a BT Contact Centre Service (CCS) solution to serve its contact centre based in Estonia. Using the reach and quality of the BT global network infrastructure, CCS would enable BT to take end-to-end responsibility for the collection and delivery of Air China’s voice calls right across Europe.
Value
The BT CCS solution projects a professional image for Air China that helps the airline to reach its twin goals of service excellence and greater global recognition. Customers are benefiting through improved call handing and also save around 50 per cent on previous call costs. This has led to a significant improvement in customer satisfaction.
Client
Increases in trade, tourism, and Chinese citizens’ wealth have seen Air China gaining approximately 20 per cent more customers year-on-year. Many of these are European-based, and Air China was keen to capitalise on this expansion by bringing the point of service closer to the customer. The intention was to enable calls from European customers to be directed to a multi-lingual contact centre where they could be routed to an agent able to deal with the enquiry in the caller’s own language.
Davey Chen, IT Director at Air China, explains: “Air China needed to establish a presence in Europe that would be sensitive to local cultural and language requirements. We chose Estonia as the base for a new contact centre, based upon the existence of a strong pool of skills and talent as well as favourable labour rates.”