Etihad Airways is the flag carrier of the United Arab Emirates and one of the fastest growing airlines in Middle East.
As a relatively new airline established in 2003, all operations were historically run from domestic locations in Abu Dhabi, however, with the airline’s expansion plans into major European markets continuing to succeed, there was a need to enhance direct sales and customer support to passengers from a euro centric, multi-lingual site. A new contact centre in Manchester, UK, had already been leased but no efforts to procure a new 350+ seat ACD had commenced.
Tripudio commenced a full consultancy assignment in UK & Abu Dhabi that included a systematic audit of all existing call centre systems, together with associated process management, database integration, staff rostering & performance management systems, quality assurance and ACD and Finance reporting.
Tripudio Telecom took a consultative approach to commence a full systematic audit of all existing call centre systems in the UK and Abu Dhabi.
This work ranged from ‘phantom shopper’ test calls into the call centre, due diligence of the environmental services at new Call Centre site, interviews with key personnel, audit of call centre system configuration, review of the current 3 and 5 years customer service strategy, definition and distillation of a key drivers ‘wish list’ as well as group alignment sessions at SVP level/key operational staff; from IT, Sales, Customer Services, Facilities Management, E-Commerce and web channel distribution.
Financial modelling of various solutions together with risk analysis and a benefit pay-off were development and market tested against nominated technology suppliers. A comprehensive functional spec was defined and ratified including the drafting of RFP.