Customer
easyJet

Scope of Requirements
To transport all pan-European reservations calls to the UK contact centre.

A need to support the cost of this channel and assist in turning this operation into a net margin contributor.

To provide a uniform ‘customer journey’ for all customers, as a discrete but complementary channel to the internet.

Solution Provided
Premium Rate Numbers for major customer markets with specific numbers for reservations, help lines and customer services.

International call transit provided by SITA using it's 'state of the art' backbone network.

Uniform management statistics for each country of operation that assist in workforce planning and financial modeling.

Near real time traffic stats accessed via a dedicated web portal.

Financial Benefits
Significant income stream generated from individual in-country numbers that contribute a material impact to the balance sheet.

Some customers displaced to internet booking, which ultimately desirable insofar as it is a much more cost effective service mechanism.

Load factor on call centre was eased, with direct benefits in staffing FTE and facilities costs.