Jeddah-based contact centre outsourcing company handles flight bookings and multi-channel customer support for Air Arabia customers in Saudi Arabia
The new project initiated by National flight Service (NFS) highlights the current success that Frontliners has gained in the Kingdom and its commitment to delivering world-class outsourcing solutions powered by Altitude's contact centre software
Jeddah, Saudi Arabia, May 13, 2007 - To support its fast-growing activity in Saudi Arabia, National Flight Service (NFS) has selected Frontliners for its ability to efficiently deliver first-class contact centre outsourcing services on behalf of Air Arabia. By outsourcing key CRM operations to Altitude-powered Frontliners, NFS expects to see increased customer reach for Air Arabia passengers, enhanced customer satisfaction as well as substantial cost savings. NFS is a major General Sales Agent (GSA) for airlines in Saudi Arabia.
Providing First-class Contact Centre Support for Air Arabia in KSA
'We have chosen Frontliners because we are impressed by their ability to provide a fully integrated multi-channel service by deploying market-leading technology and delivering cost-efficient solutions," said Mohamed Ramadan, GSA & Travel Division Manager of National Flight Service (NFS). Hassan Alfadl, Frontliners Managing Partner commented: "We are delighted that this fast-growing airline in the Middle East has chosen Frontliners as its supplier to manage and grow its customer relationships. This agreement is further evidence of our successful strategy to provide a wide range of high quality contact centre-based CRM services in KSA powered by Altitude Software."
A specialized multilingual team of experienced customer service agents was selected to handle Air Arabia inbound calls. All the chosen agents have been fully trained on the Air Arabia offering so they are able to offer customized advice to customers regarding flight availability, prices and destinations. "Frontliners are committed to servicing the transport & services industries and this is a major client with significant growth potential. As the market matures we see the enormous potential to manage customer relationships and market services. We aim to work closely with Portfolio Travel Ltd. & Air Arabia to assist them in growing their business performance in the region", added Hassan Alfadl.
Fully customized outsourced CRM campaigns powered by Altitude uCI
Frontliners was established in March 2005 to provide outsourced contact centre services in the GCC and is today one of the leading providers of inbound and outbound CRM outsourcing services in the region. Commenting on the technology used at the Jeddah-based contact centre site, Frontliners IT Manager Eng. Yazan Abu Zannad said, "Being powered by Altitude's solutions allows great flexibility in designing front-office applications for our clients and means we can propose an entire suite of customer communications. Typical inbound or outbound telemarketing services that can be launched in a matter of days include product sales, customer satisfaction surveys, customer service, help-desk, reminder calls, as well as proactive up selling and cross-selling".
Altitude uCI is a platform independent contact centre solution with a universal queue and full blended support for voice (inbound handling and outbound dialling), IVR, email response management, Web collaboration, and Web chat. Since the Altitude uCI suite was deployed at Frontliners' contact centre back in October 2005, the outsourcing company has experienced a 72% reduction of waiting times and a boost in first call resolution rates from 39% to 89%. ESH (Electronic Solution House), a certified Altitude Software partner in the GCC since 2001, has handled the installation and configuration of Altitude uCI at Frontliners.
"Altitude uCI offers a number of competitive advantages for airline companies and NFS is taking a leading step forward to boost customer satisfaction on behalf of the fastest-growing low-cost airline in the Middle East," concluded Riadh Boukhris, Altitude Software vice President Middle East & North Africa. "We are fully committed to their success in implementing the Altitude contact centre suite to meet their business performance goals in Saudi Arabia."
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About Altitude Software
Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction? (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centers, from SMEs to large multisite organizations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre. Altitude Software serves around 700 customers of all sizes (with more than 170.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 14 Offices in four continents. Please visit us at www.altitude.com.
Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is today leading the multimedia contact centre market in those regions. Customers include National Bank of Abu Dhabi (UAE), The Etisalat Contact Centre (UAE), HSBC/The Saudi British Bank (KSA), American Express (KSA & Bahrain), Abu Dhabi Islamic Bank (UAE), BankEuropa (Turkey), La Poste Tunisienne (Tunisia), Infocall (Bahrain), Atento (Morocco), Ahli United Bank (Bahrain), Dubai Bank (UAE), Inana Call Center (Syria), Advancia (Tunisia), Bahrain Ministry of Commerce, and Yemen PTC.
About Frontliners
Frontliners is a leading, Altitude-powered contact centre outsourcing provider in the Kingdom of Saudi Arabia. The company provides both outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact centre technology in the industry and qualified customer service representatives, Frontliners is dedicated to helping organisations increase their business performance and strengthen their customer service. More information about Frontliners can be found at www.frontliners.net
For more information:
Altitude Software MENA
J. Ramos,
Phone: +971 4 391 8880;
jdr@altitude.com
Frontliners
Y. Zannad,
Tel: +966 92000 6611 Ext. 2111,
yazan@frontliners.net
© Press Release 2007
