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TAP’s Contact Center sets records in 2017

2017 was definitely a year filled with huge successes for TAP, with records set month after month and with a final account which, for the first time, exceeded the 14 million passengers transported in one year of operation mark. In only one year, we grow 21,7 per cent and launched a total of 11 new routes. We grew a lot in Europe, despite the strong competition, and we reached the mark of one hundred thousand passengers who joined the Portugal Stopover program. We launched the TAP Taste the Stars program, associating us with six Portuguese chefs with Michelin stars to show our Passengers the best of Portugal. We grew.

TAP’s Contact Center registered extraordinary results in 2017, which show the successes. In 2017, about 1.6 million calls were answered, the double when comparing with the previous year, and sold 30 million euros more than in 2016. The focus on training – for example, specific training in commercial proactivity - the growth of the team and the implementation of a new variable remuneration system - Incentives Program by Goals - and the "Go4Sales" program - which awards the best sellers on a quarterly basis - are some of the reasons for the growth of these numbers, as well as the overall growth of the Company's operation, which now flies to 83 destinations in 34 countries, and the list of available ancillaries to make the Customer's trip more enjoyable.

Luís Garcia, who has been in charge of the Contact Center since 2016, explained to What's | UP the new projects for the area: "They focus on the qualitative and quantitative improvement of service, with training activities and a more present monitoring of the operations, the reformulation of the preparation/training of new agents that will integrate the Contact Center during the year, the introduction of a specific revenue recovery team - with immediate outbound contacts as soon as technical failures of online payments have been detected - and the FlyTAP support chat, to boost the online channel revenue. Luís also explains that, “simultaneously, the two pillars of the technology transformation in the Contact Center for 2018 include the introduction of a CRM platform and of a new multi-channel platform, both are integrated, that will allow us to manage the activities of the various teams, also integrated, with greater rationality and defined resolution flows - in first line and back-office - with more information about the Customer and contacts’ typification, to better manage the expectations of our Customers. "


 

A year ago, Arminda Gaspar and Rui Neves were featured in What’s|UP for having exceeded, each, one million euros in sales in the year that had just ended. Today, the highlight is given to 13 people, who have overcome this barrier. Ana Luísa Martins, António Ricardo, Artur Skvortsov, Betina David, David Pissara, Filipe Tomada, Lucas Moura, Marcus Fadel, Paula Pereira, Paulo Válega, Pedro Silva, Rute Cunha and Tiago Santos: all exceeded one million. Together, they sold more than 14 million and 200 thousand euros in trips and TAP services. Congratulations to all.

Know the names and faces of them all.

 

 

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