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Re.: Presentation for Contact Center Services Dear Gentlemen, We are pleased to submit our AWT Contact Center presentation. We thank Qatar Airways for.

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Presentation on theme: "Re.: Presentation for Contact Center Services Dear Gentlemen, We are pleased to submit our AWT Contact Center presentation. We thank Qatar Airways for."— Presentation transcript:

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2 Re.: Presentation for Contact Center Services Dear Gentlemen, We are pleased to submit our 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. We also extend our commitment and dedication as we have done throughout our long-standing trajectory in the industry. Please do not hesitate to contact us for further information Sincerely, Marcelo Rodríguez Managing Director Air World Travel Contact Center

3  Who we are : The Company A group of proffesional experts in the international airline industry, focused on quality customer service and direct sales, with offices in Brazil, Argentina, Perú, Venezuela, Ecuador, Colombia, Panamá, and USA. Managing Director - Marcelo Rodríguez Over 30 years in the industry. Currently Legal Travel Representative of Tame, Conviasa, Hahn Air, Emirates, Aerolíneas Argentinas and Aeroméxico in several countries. Manager - Leonardo Zanoni Over 20 years in the industry, including Varig, Vasp, Ecuatoriana de Aviación, and Taca. He currently represents Tame, Hahn Air, and Conviasa in Argentina.

4 m  Who we are: The Company Operating International Manager - Cayetano Cornes García Over 30 years in the industry, including Varig, Vasp, Ecuatoriana de Aviación, Lloyd Aéreo Boliviano, and TAM/ LAN, where he established several Reservations departments and International Call Centers. Marketing Manager - Rene Weinberg Over 40 years in the industry, including 32 years in various positions at Lufthansa in different countries. He also served in Spanair and EL AL. Sales Manager - Andres Lorenzeti Over 30 years in the industry, including several positions at Aerolíneas Argentinas, Austral, Lapa, and Iberia in various countries.

5 The Company  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.

6 The Company  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

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

8 Line staff trained in multiple functions Hours: 365 days, 24 hours a day (America, Caribe, Europe) Reports : AHT-Abandon Level-Calls Route Country – Call flow Curve of credit cards sales Scope of service: Tailored to client’s needs Service Level: Average 70/30, adapted to the product Teams handle inbound and outbound activities Back Office: Special Service - Frequent Flyers - Website - Reissues - Rates - Chat - – Queue management Customer Service (SAC) in Portuguese, English, and Spanish Customer Service organized by country and language Quality Control: Call recording and online verification Operation / Perfomance Profile

9 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. Technology Integrated voice mail whith Call recording Call waiting IVR Music on hold Queue Management Easily scalable Conference rooms  Asterisk Server Communications  Extranet for Customers  SLA: Support levels  Communication

10 Human Resources Colleagues whith extensive experience in the Commercial 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 Personalized coaching Opportunities for proffesional advancement

11 Reports and Statistics to Senior Management Online operational auditing Daily and historical statistics Management/case unit reports Call traffic reports Records by country / language Operating perfomance analysis Reports are tailored to the client’s operational and comercial needs

12 Gracias Obrigado Thank you


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