Aeroflot’s information and booking center claimed one of the highest awards at the European Contact Center & Customer Service Awards.

Aeroflot and Teleperformance Russia Group, a leader in multi-channel customer experience management outsourcing, received gold for Best Outsourcing Partnership. The award recognizes the entities’ success in establishing a contact center that meets the highest international standards. The European Contact Center & Customer Service Awards is the oldest and the most respected award in the contact center and customer service industry. It is awarded to European companies that demonstrate high performance with regard to complying with the highest standards of customer service. Aeroflot’s information and booking center was evaluated on a number of parameters, including operational efficiency, level of service provided, staff training and development, and the center’s contribution to strengthening the Aeroflot brand. At present, the contact center of the leading Russian airline handles eight million calls per year. Service is provided in six foreign languages (English, German, Italian, Spanish, French, Chinese). 1,300 operators and 150 managers from different management levels are involved in customer service. Over the past year, Aeroflot has been surveying its customers to get their opinion on service quality. According to the survey, more than 97 percent of clients are satisfied with the quality of service provided, meaning that the center meets the highest industry standards. In 2018, the contact center’s services have significantly expanded, as improved customer identification was introduced to increase the security of the passengers’ personal data. A service line dedicated to passengers with disabilities has been introduced, alongside a dedicated baggage claims group.