Sheremetyevo International Airport has completed modernization of its Call Center, which is now equipped with up-to-date equipment and cutting-edge communications technology systems and is fully digitalized. The number of incoming lines and operators has grown.
The Call Center has been upgraded to raise the quality of communications, reduce the time of waiting for operator’s response and improve the quality of Sheremetyevo airport passenger service as a whole. Now the average waiting time does not exceed 1 minute. The Call Center modernization has also optimized the company’s production resources.
As part of the modernization, the telephone number has been changed; now customers may reach the Airport’s Call Center by telephone number
Sheremetyevo International Airport on February 19, 2008, launched its multi-channel Call Center. The opening of the Unified Information Service became a new stage in implementing the program of airport modernization and raising the quality of passenger service.
The Sheremetyevo Call Center receives every day about 3.5 thousand incoming calls. In total, since the beginning of 2011, operators accepted and processed over 1.2 million calls.
Call Center personnel have a special training under the program “You are Always Welcome” in the Sheremetyevo Corporate University. The training is designed to develop professional qualities, skills of finding requisite information using an instant search system and the capacity to communicate with customers.