Ntl:Telewest helps Airmiles change contact centre phone numbers

How could the travel reward scheme achieve cost effectiveness?

Travel rewards scheme, Airmiles, has changed its customer contact centre inbound calls phone numbers from the national rate 0870 series to the lower rate 0844, on ntl:Telewest Business network.

Ntl:Telewest will also provide the ongoing phone services at Airmiles’ customer contact centre in Birchwood, Cheshire. 

With 20 years in the travel rewards market, Airmiles enables its customers to collect points with the purchase of petrol, groceries, utilities, home improvement articles, flowers, and Airmiles shopping through 125 online and high street partners.

Airmiles has partnership with Lloyds TSB, Tesco, Shell and Southern Electric and with online retailers including Currys, Comet, johnlewis.com, ebay.co.uk, Apple, Waterstone’s and Carphone Warehouse.

The collected Airmiles points can be used for free flights, cruises and hotels.

The Cheshire call centre is claimed to provide first point of contact to 1.6 million collectors in the UK. Airmiles did not want its customer service to be disrupted during the transition of phone numbers from 0870 to 0844. According to the two companies, this criteria was met by ntl:Telewest.

Gavin Woolnough, IT operations manager for Airmiles, said: “The ntl:Telewest Business team has been central to our effective transition to the new 0844 numbers. ntl:Telewest Business offered an account management structure and ongoing service agreement that were significantly better than anything else in the market. This has helped us to introduce the new numbers without a hitch and in doing so strike the all-important balance between customer service and cost efficiencies.”

• Share:
• 
• 
• 
• 
• 
• 
• 
• 
•