Customer
Air Malta

Scope of Requirements
The need to standardize passenger ticket sales and general enquiries within their international call centre

To replace costly local and international 1-800 toll free telephone services

A desire to support the cost of this sales & support channel and assist in improving yield per ticket whilst improving customer responsiveness

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

Solution Provided
Low cost revenue generative call collection services were deployed for major pan-continental markets allowing filtering / segmentation of calls prior to their delivery to the off-shore call centre staff.

Financial Benefits
Significant cost reduction vis a vis previous toll-free services and an income stream generated from individual in-country numbers that help contribute to the costs of running the call centre and marketing program