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Air China Case Study

Air China Case Study

Ratings: (0)|Views: 21|Likes:
Published by BT Let's Talk
Growing numbers of customers across
Europe want to fly Air China. That presented
Davey Chen with a sizeable customer service
challenge.
He wanted to give every caller an answer in
their own language. On top of that, he was
keen to work with a team who were at home
not just with China’s culture and terrain but
all of Europe’s too. He found them at BT.
With the help of BT Inbound Contact,
Davey knows that everyone who calls his
airline gets a great customer experience
on the ground as well as in the air. As the
satisfaction ratings show.
Growing numbers of customers across
Europe want to fly Air China. That presented
Davey Chen with a sizeable customer service
challenge.
He wanted to give every caller an answer in
their own language. On top of that, he was
keen to work with a team who were at home
not just with China’s culture and terrain but
all of Europe’s too. He found them at BT.
With the help of BT Inbound Contact,
Davey knows that everyone who calls his
airline gets a great customer experience
on the ground as well as in the air. As the
satisfaction ratings show.

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Categories:Types, Research
Published by: BT Let's Talk on Mar 06, 2013
Copyright:Attribution Non-commercial

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07/08/2013

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Growing numbers of customers across
Europe want to y Air China. That presentedDavey Chen with a sizeable customer servicechallenge.He wanted to give every caller an answer in their own language. On top of that, he waskeen to work with a team who were at homenot just with China’s culture and terrain butall of Europe’s too. He found them at BT.With the help of BT Inbound Contact,Davey knows that everyone who calls hisairline gets a great customer experienceon the ground as well as in the air. As thesatisfaction ratings show.
Contact centre underpinsairline’s first-class servicecommitment
Air China is delighted with the level of BT service.The product is very stable and there are no problems.The speed and quality of the Inbound Contactimplementation has given Air China great trust in BT.”
Davey ChenIT DirectorAir China
Air China
Case study

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