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 RodríguezManaging Director Air World Travel Contact Center
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 RodríguezOver 30 years in the industry. Currently Legal Travel Representative of Tame, Conviasa, Hahn Air, Emirates, Aerolíneas Argentinas and Aeroméxico in several countries. Manager - Leonardo ZanoniOver 20 years in the industry, including Varig, Vasp, Ecuatoriana de Aviación, and Taca. He currently represents Tame, Hahn Air, and Conviasa in Argentina.
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Who we are:
The Company
Operating International Manager - Cayetano Cornes GarcíaOver 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 WeinbergOver 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 LorenzetiOver 30 years in the industry, including several positions at Aerolíneas Argentinas, Austral, Lapa, and Iberia in various countries.
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.
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
The CompanyEFFICIENCY
EXPERIENCE
CLOSE CUSTOMER-PROVIDERRELATIONSHIP
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
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 - Email –
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
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 email Call recording Call waiting
IVR Music on holdQueue ManagementEasily scalableConference rooms
Asterisk Server Communications Extranet for CustomersSLA: Support levels Communication 0800-0810
Human ResourcesColleagues whith extensive experience in the Commercial Airline industryBilingual and trilingual staff (English, Spanish, Portuguese)Standardization: Comprehensive care of Paxs from all countriesIn-house trainingLocal recrutingGDSTeam Focus: Info / Resolutions / SalesPersonalized coaching Opportunities for proffesional advancement
Reports and Statistics to Senior ManagementOnline operational auditingDaily and historical statisticsManagement/case unit reportsCall traffic reportsRecords by country / languageOperating perfomance analysisReports are tailored to the client’s operational and comercial needs