SAS has agreed a contract with SYKES to significantly extend cooperation and to transfer further elements of Customer Contact Center (CCC) operations to Sykes. Some parts of SAS support for corporate customers and agents will continue to be managed internally.
SAS and SYKES have been working together since 2010, when SYKES took over SAS’s direct sales and support for SAS’s basic customers. During the fall of 2012, SAS launched a new strategic platform, 4ExcellenceNext Generation, which focuses, among other things, on increasing cost flexibility and reducing plexity. As part of this strategy, SAS has now decided to go further and extend its cooperation with SYKES to include many of the functions of Customer Contact Center operations (such as support for premium customers and EuroBonus members).
“We are very pleased with the cooperation we have with SYKES. Vastly increased availability bined with good service have led to a high level of customer satisfaction. Against this background, we are looking forward to extending our cooperation, which will also help to increase the efficiency of SAS’s customer management,” says Eivind Roald, Sales & Marketing Director at SAS.
The functions that will still be handled internally at SAS will be based in Tallinn (Blue Travel Services) and to a certain extent will be handled by local SAS expertise. The change will be made gradually during 2013 and 2014.