Flybe has successfully completed the relocation of its Customer Contact Centre to the Belgrade office of SITEL, in a move that has helped to reduce the airline’s unit operating costs and improve customer service.
Flybe initially outsourced its customer service function to Sitel in 2013 and since then has gradually integrated its remaining customer relations and social media functions to take full advantage of Sitel’s state of the art infrastructure and technology in both Exeter and Belgrade. The company actions an average 60,000 calls a month.
Amy Valcik, Flybe’s Chief Marketing Officer comments: “We have been delighted at the improvements and cost savings made through our partnership with SITEL. Sitel is a leader in its field and we look forward to maintaining this positive relationship with the company, both in Exeter and in Belgrade.”
Sitel Site Director, Matt Cleveland adds: “We’re proud to have partnered with Flybe for more than three years and to have proved we were the right choice. Our global presence means we’ve been able to support Flybe with both a continuing Exeter base and now the skills, expertise and benefits that our Belgrade base offers as well.
“I can’t praise our Exeter team enough as they’re the reason the partnership has been so successful. They do an incredible job helping the airline and making sure the experience of its customers continues to get better and better. We’re looking forward to helping Flybe achieve even more in the months and years ahead.”