Essay About Human Resource And Customer Calls

Virgin Atlantic Airways
Virgin Atlantic Airways
Virgin Atlantic Airways (VAA) operates long-haul routes between the United Kingdom and North
America, the Caribbean, Africa, the Middle East, Asia, and Australia. The company services
customers via four contact centres in the United Kingdom and the United States, as well as via two
service providers in India and the United States. Together they handle more than 2 million sales and
service calls each year.
These contact centres have been leveraging Aspect solutions since 1994 when VAA first
implemented Aspect
CallCenter
ACD to route customer calls to VAA agents based on the priorities
set by management. Other VAA departments also use the product. If an employee calls to speak to
a human resource or staff travel representative, for example, their call is directed to the first available
agent within those departments. In addition, the companys cargo department at Heathrow Airport
uses one of the VAA Aspect CallCenter ACDs for telephony services.
In 1995, VAA implemented Aspect
eWorkforce Management™
to enable the contact centre to meet
its resource planning, forecasting and scheduling goals.
The Company
Virgin Atlantic Airways (VAA) operates long-haul routes between the United Kingdom and North
America, the Caribbean, Africa, the Middle East, Asia, and Australia. The company services
customers via four contact centres in the United Kingdom and the United States, as well as via two
service providers in India and the United States. Together they handle more than 2 million sales and
service calls each year.
These contact centres have been leveraging Aspect solutions since 1994 when VAA first
implemented Aspect
CallCenter
ACD to route customer calls to VAA agents based on the priorities
set by management. Other VAA departments also use the product. If an employee calls to speak to
a human resource or staff travel representative, for example, their call is directed to the first available
agent within those departments. In addition, the companys cargo department at Heathrow Airport
uses one of the VAA Aspect CallCenter ACDs for telephony services.
In 1995, VAA implemented Aspect
eWorkforce Management™