LONDON: April 3rd, 2002 - CustomerAsset, the leading Indian call centre services provider in the UK today announced that it has added to its growing list of clients by winning a contract to provide offshore call centre services for ebookers plc, Europe's leading online travel agency. ebookers is undergoing a major expansion of its own back office operations in New Delhi, and CustomerAsset will play an important role in supporting and increasing this growth through use of its offshore call centre facility located in Bangalore, India.
Under the terms of the agreement, CustomerAsset will deliver inbound telephone sales support to ebookers' customers in the UK from CustomerAsset's offshore call centre facility located in Bangalore, India.
The signing of the contract comes at the end of a pilot phase in which CustomerAsset's services were benchmarked with ebookers' European call centre operations.
"Online travel is showing huge demand with Jupiter MMXI forecasting growth of nearly 60% this year. We ourselves grew by 76% last year. To cope with these levels of demand it is essential to have in place rapidly scaleable back office and call centres. Ebookers is a company focused on profitability, and our Indian operations will allow us to take on additional growth at costs far below European levels, with the advantage of seamless integration with our call centres in London, Dublin and New Delhi. CustomerAsset have proven themselves as a competitive operation with excellent service levels and we welcome the support of their Bangalore call centre in delivering our goal of growth with profitability." said Ian Carter, UK Managing Director of ebookers.
"The successful transition to a full scale offshore operation for ebookers is a striking vote of confidence in CustomerAsset's abilities to deliver complex services to the exacting standards of brand leaders. We are happy to be the outsourcing partner of choice to one of the world's leading online travel companies." said Matthew Vallance, Managing Director of CustomerAsset UK.
To implement the project, CustomerAsset hires sales consultants in India who are then sent on an intensive two month training course to equip them with the required skills to sell travel products and services to customers based in the UK.
The telecom infrastructure that has been put in place allows telephone calls that are made to ebookers to be switched to either ebookers' dedicated call centres or CustomerAsset's call centre located in Bangalore, India.
CustomerAsset's network infrastructure also allows Associates to access four different software applications simultaneously to view information related to flight availability, fares, car hire options, hotel availability, self-design package holidays or travel insurance after which the appropriate offerings are sold to the customer.
CustomerAsset recently completed the Baseline Assessment COPC-2000(r) Standard (Release 3.1) conducted by COPC, the world's leading authority on call centre operations. CustomerAsset was audited across inbound and outbound email, voice and back office processes and was commended by COPC, on its "customer focus across all levels of the organisation".
ebookers plc is a leading European online travel agency offering complete one-stop, online shopping with a host of travel products and services, including negotiated discount airfares with 120 airlines, and discounts with over 20,000 hotels worldwide. ebookers plc is the technology and travel spin-off from Flightbookers plc, the London-based travel agency. The company was established as a separate internet company in June 1999. ebookers plc and its subsidiaries sell to customers in the following eleven countries: Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Spain, Sweden, Switzerland and the UK. The company completed its initial public offering in November 1999listing on Nasdaq and the Neuer Markt in Frankfurt, Germany. In April 2001, ebookers plc listed on the London Stock Exchange.
CustomerAsset is the leading India-based call centre services provider in the UK. CustomerAsset's offshore centres are located in Bangalore, India and its global subsidiaries are in London and San Mateo to provide local support for its UK and US clients. CustomerAsset is funded by eVentures India, a joint venture between SOFTBANK, epartners (News Corporation subsidiary) and P K Mittal (Ispat Group), global investment firm, antfactory and Jumpstartup Venture Fund.
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