Aeroflot customer contact centre takes Gold at
European Contact Centre & Customer Service Awards
The leading and biggest Russian airline Aeroflot is celebrating after its information and booking centre claimed one of the highest awards at the European Contact Centre & Customer Service Awards.
Aeroflot and Teleperformance Russia Group, a leader in multi-channel customer experience management outsourcing, received gold for Best Outsourcing Partnership. The award recognises their joint success in establishing a contact centre that meets the highest international standards.
The European Contact Centre & Customer Service Awards is the oldest and the most respected award in the contact centre and customer service industry. It is awarded to European companies that demonstrate high performance with regard to complying with the highest standards of customer service.
Aeroflot’s information and booking centre was evaluated on a number of parameters, including operational efficiency, level of service provided, staff training and development, and the centre's contribution to strengthening the Aeroflot brand.
At present the contact centre of the leading Russian airline handles 8 million calls per year. Service is provided in six foreign languages (English, German, Italian, Spanish, French, Chinese). 1,300 operators and 150 managers from different management levels are involved in customer service. Over the past year, Aeroflot has been surveying its customers to get their opinion on service quality. According to the survey, more than 97% of clients are satisfied with the quality of service provided, meaning that the centre meets the highest industry standards.
In 2018, the contact centre’s services have significantly expanded as improved customer identification was introduced to increase the security of passengers' personal data. A service line dedicated to passengers with disabilities as well as a dedicated baggage claims group have been introduced. Between September and December, Aeroflot has been rolling out the sale of additional services, such as special menu, class upgrades and selection of seats.
The development of the information and booking centre with the latest technologies is one of the most important areas of digitalization, which in itself is one of Aeroflot Group’s key priorities.
Minister of Transport of the Russian Federation
named as new Aeroflot Chairman
At a recent extra special meeting of the board of Aeroflot, the Board elected Evgeny Ditrich, Minister of Transport of the Russian Federation, as Chairman of the Board of Directors of PJSC Aeroflot. Mr Ditrich was elected to the Board of Directors of PJSC Aeroflot by an Extraordinary General Meeting of shareholders of the Company held on 23 October 2018.
The Board also approved a change to the composition of the Management Board of PJSC Aeroflot. Andrey Chikhanchin, Deputy CEO of PJSC Aeroflot for Commerce and Finance, was appointed as a member of the Management Board. The number of members of the Management Board was set at 10. The Board also approved a number of transactions crucial to operations of Aeroflot Group.