Customer
Wizzair - the biggest Low Cost Carrier in Central and Eastern Europe

Scope of Requirements
To collect and transport all pan-European reservations calls into 4 multi regional call centers.

Different linguistic skill sets and hour of day service cover needed to ensure optimum agent performance & customer service.

The need to maximize voice based customer management as web access in some markets limited e.g. Poland where

- fixed lined penetration is only 33%

- broad-band is less than 7%

A need to generate new ancillary revenues

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

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

Load factor on call centre(s) optimized, with direct benefits in staffing FTE and GSA facilities costs.