Indian call center services provider CustomerAsset, has won a contract to provide offshore call center services for ebookers plc.
ebookers is undergoing a major expansion of its own back office operations in New Delhi, and CustomerAsset will play an important role in supporting and increasing this growth through use of its offshore call center facility located in Bangalore, India. Under the terms of the agreement, CustomerAsset will deliver inbound telephone sales support to ebookers` customers in the UK from CustomerAsset`s offshore call center facility located in Bangalore, India. The signing of the contract comes at the end of a pilot phase in which CustomerAsset`s services were benchmarked with ebookers` European call center operations.
“Online travel is showing huge demand with Jupiter MMXI forecasting growth of nearly 60% this year. We ourselves grew by 76% last year. To cope with these levels of demand it is essential to have in place rapidly scaleable back office and call centers. Ebookers is a company focused on profitability, and our Indian operations will allow us to take on additional growth at costs far below European levels, with the advantage of seamless integration with our call centers in London, Dublin and New Delhi. CustomerAsset have proven themselves as a competitive operation with excellent service levels and we welcome the support of their Bangalore call center in delivering our goal of growth with profitability.” said Ian Carter, UK Managing Director of ebookers.
“The successful transition to a full scale offshore operation for ebookers is a striking vote of confidence in CustomerAsset`s abilities to deliver complex services to the exacting standards of brand leaders. We are happy to be the outsourcing partner of choice to one of the world`s leading online travel companies,” said Matthew Vallance, Managing Director of CustomerAsset UK.
To implement the project, CustomerAsset hires sales consultants in India who are then sent on an intensive two month training course to equip them with the required skills to sell travel products and services to customers based in the UK.
The telecom infrastructure that has been put in place allows telephone calls that are made to ebookers to be switched to either ebookers` dedicated call centers or CustomerAsset`s call center located in Bangalore, India.