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Customer Support for a Leading European Airline

Wizz Air is the largest low-cost airline in Central and Eastern Europe. Since it was founded in 2004, Wizz Air has carried over 34 million passengers to 44+ countries.

  • Industry Airline
  • Location Hungary
  • Size 5000+ employees
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About the project

  1. Challenge

    Wizz Air decided to expand its existing in-house team to provide faster and better support for its customers in multiple languages in order to reduce waiting time and enhance the quality of service.

  2. Key requirements
    • Excellent knowledge of Wizz Air policies
    • All agents must be fluent in English
    • Dedicated Support Team
    • Achievent of performance targets
  3. Solution

    Simply Contact helped Wizz Air set up a customer support team that now handles more than 6000 requests per day for Call Center, Customer Relations, Groupdesk, and Official Claims activities in 7 different languages.

  4. Tasks we fulfill
    • Handling incoming call requests through IVR
    • Informing customers about airline policies, answering FAQs
    • Creating new reservations, processing changes on existing bookings
    • Making outbound calls to inform customers about changes in the flight schedule, booking corrections, etc
    • Emailing receipt confirmations and itineraries
    • Resolving customers’ claims and complaints in writing on behalf of Wizz Air
    • Processing requests, queries and claims from competent authorities
    • Handling group mailbox, answering questions and inquiries in writing on behalf of Wizz Air
    • Answering incoming calls from travel agencies and groups, managing customers in line
Case

Results

Simply Contact expanded an in-house team and developed an efficient analytics & monitoring process to ensure high quality of service. We managed to reduce waiting time for the customers significantly. An omnichannel and multiple languages approach lets us provide quick and efficient responses for all customer inquiries 24/7.

  • 6000

    calls handled per day

  • 98

    agents on the line

  • 24/7

    operations

  • 7

    languages of service

Testimonial

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We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities.
We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience

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