Positioned for many of your tasks.

Flyline Mitarbeiterin, die augenzwinkernd über den Rand eines Fächers schaut

Expect a lot from us. A wide range of services which help you, whether separately or combined. Services which simply make you better. Because we help you to reach further and act as you want us to. So you can again concentrate on your core business. Here’s what we can do for you:

Inbound Services

  • Direct support like reservations, bookings, fairs and events, selling, tour planning for sales representatives, competition monitoring
  • Support for indirect sales channels like order and sales processes, reservations, bookings
  • Internet and web support like email management, chat, co browsing
  • Help Desk functions, product and technical hotlines
  • Assistance services
  • Switchboard
  • Complaint handling / Customer Relations
  • Emergency management

Outbound Services

  • Telemarketing like campaign support, address validation
  • Tele Sales like acquisition of new customers

Online Services & IT Support

  • E-Mail Management
  • Web Chat / Web Support
  • SMS Services
  • Social Media Monitoring
  • Online surveys and market research
  • Extranet Services and Content Management
  • Hosting and Housing

Special services and fulfilment

  • Customer loyalty management
  • Award management
  • Sales and marketing services, market intelligence like competitor analysis, market development, tariff structures

Competence Center Services

  • Business process analysis
  • Consulting like for setting up and operating contact centers, IT, HR, Finance, Controlling, Workflow Management, process optimisation, knowledge management

Our customers are our advertising.

With our Customer Contact Center we look after well-known customers from different industries and commercial sectors – amongst others:

  • Airlines
  • Airports
  • Hotel chains
  • Social lottery
  • Logistics
  • Health care
  • Hospitals

Success stories

Elmar Bauer, Manager CRM and Award World
Elmar Bauer, Manager CRM and Award World
Logo Steigenberger

„As a reliable partner, Flyline has taken over the management and complete customer communication as well as the premium handling of  the loyalty program for the Steigenberger „AWARD World“ in 2000. In both the direct contact via the telephone and the written communication with the Steigenberger Group guests all processes from standing data to award points administration to different awards are represented by Flyline.

The Steigenberger Hotel Group sets a high value on not only providing perfect service in the hotels but optimising the whole process of the leisure or duty travel. This customer service mindset applies to Flyline as well. Customer satisfaction is ranked first there“.

Markus Timm, Head of Customer Service DACH
Markus Timm, Head of Customer Service DACH

„Since four years Flyline has been Amadeus‘ partner for the First Level Help Desk in eight European markets. Very high quality standards are the measure for handling all support requests. Flyline is able to close 95% of all first level cases and thus plays a crucial part in the customer satisfaction with the Amadeus Help Desk. More than 90% of all Amadeus customers rate Flyline’s services with good or very good. Therefore the Flyline staff have a share in the positive perception of the Amadeus brand. Particularly with regard to not projectable call volumes the Flyline staff are a reliable pillar of the Amadeus service concept. An integral part of this successful solution is the open and constructive communication between Amadeus and Flyline“.

Catherine Onions
Head of Customer Service and Quality British Airways Holidays
British Airways Logo

A key part of my role at the British Airways Holidays Head Office is working closely with BA offices around the world, who service our bookings prior to a customer’s departure. I ensure our clients are offered a high level of customer service and that the agents servicing the bookings have a good level of process, product and system knowledge. The team in Bremen were an obvious choice for the end to end servicing of our existing European bookings, not least because they have an amazing grasp of the English language along with many other languages. The role also requires excellent customer service, a good grasp of our products and processes and good technical skills - all of this is demonstrated by the team in Bremen. The agents and management alike are a complete pleasure to work with and the epitome of professionalism in all these areas. They genuinely care about the customer and they genuinely want to do a good job; I know our customers are in safe hands. The team & I regularly liaise via telephone and email - they are always organised, replying to my emails in a timely fashion and when I travel to Bremen for reviews or to deliver training, the team always ensure my visits run smoothly and my time is used profitably. I keep in touch with Bremen with regular conference calls to review the team’s performance. We have a great working relationship and the team are a real success story who go from strength to strength.

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