Air Arabia ups customer service in Saudi with Frontliners and Altitude Software

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."