Customer Service
Our contact centre Spain is offering the first point of contact for business partners as well as final customers for any kind of questions related to the respective airline and bookings, which have been made. Operating a full-service centre offers a great outsourcing opportunity to our clients. Managing customer and baggage-related claims for various internal and external clients is done by our Claim Handling team, which is well familiar with the legal regulations and offers tailor-made services to our clients.
Reservation and Ticketing
AVIAREPS Spain is operating a full-service contact centre in Madrid, which is equipped with the most advanced technology and facilities to provide services of the highest quality and proficiency. Our high service level can be monitored by KPIs for contact centre environment, such as lost & received calls and standardized service levels as well as by airline specific KPIs, such as percentage of bookings out of received calls and final percentage of sold tickets. Our entire team is trained to IATA airline standards and is fully conversant with fares and ticketing procedures. They regularly take part in telephone and selling trainings as well as product related workshops and in-service trainings to achieve and retain this high service level. The employees are well trained within various reservations systems as well as industry related tools and systems, such as BSPlink. We offer tailor-made solutions from overflow call handling only to B2B helpdesk function and B2C full contact centre setup.