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Company News

12 December 2018

Aeroflot customer contact centre takes Gold at European Contact Centre & Customer Service Awards

 12 December 2018, Moscow. – Aeroflot’s 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.

About Aeroflot

Aeroflot is Russia’s flagship carrier and a proud member of the SkyTeam global airline alliance. Aeroflot serves 152 destinations in 55 countries.

Aeroflot’s 252-strong fleet is the youngest of any airline worldwide that operates more than 100 aircraft. In 2017, Aeroflot carried 32.8 million passengers (50.1 million passengers as Aeroflot Group including subsidiaries).

Aeroflot holds 4-Star Airline status from Skytrax and was named Best Airline in Eastern Europe for the seventh time at the 2018 Skytrax World Airline Awards. Aeroflot has also been awarded a five-star global airline rating by US aviation association APEX.

Aeroflot is the world’s strongest airline brand according to leading brand strategy consultancy Brand Finance.

Find out more at http://www.aeroflot.com/