Centre provides support to 19 European countries in eight languages

London, UK, 21 July 2010 -- Sabre Travel Network, the world’s leading provider of high-performance solutions for the travel industry, has picked up a Best in Class award for its Global Customer Support Center in Montevideo, Uruguay at the 11th Annual Call Center Week in Las Vegas.  Organised by the International Quality and Productivity Center (IQPC), the 2010 Call Center Excellence Awards honour, recognise and promote the most innovative call and contact centre solutions.

“It's a tall order to serve thousands of travel agencies, hotels, hundreds of airlines, numerous cruise lines, tour operators, car rental firms and other travel suppliers, especially when these industry partners span six continents and come from an extraordinary variety of cultures, languages, and technological backgrounds. We rose to the challenge by consolidating our call centres into a single, sleek, high-tech global facility, staffed by specially-trained, multilingual Sabre employees,” said Jean Shaw, Vice President of the Global Customer Support Center in Montevideo."

“Customer satisfaction has increased because we are delivering a stronger, more efficient and more consistent service than ever before by utilising global opportunities and modern technology, and this award now confirms it.  The support our team provides to our customers is something we are proud of and recognition like this re-affirms Sabre's commitment to service and the outstanding execution of the Montevideo team."

Opened in 2004, the contemporary Global Customer Support Center employs almost 900 Sabre employees, each dedicated to providing customer service and serving the needs of travel agents, airlines, hoteliers, cruise lines, developers, corporations, and consumers around the world. The Center provides support to 19 European countries in English, French, German, Spanish, Portuguese, Italian, Greek and Dutch, as part of the 59 countries and 10 languages it serves around the world, 24 hours a day, seven days a week.  

David Moore, Director of Travel Management Group in the UK said: “It is great to hear that the Sabre Global Customer Support Center has been recognised for its superior service delivery. When I visited the Center it was a breath of fresh air to see how Sabre had designed a call centre that is truly global, successfully facilitating the needs of its customers around the world.  It was nice to see the enthusiasm with which the Sabre employees worked and the pride they took in the facility and the service they deliver. 

The Centre achieves what a good call centre should achieve and has greatly improved the service we provide our customers.  Sabre fully deserves this award.”With Awards given in eight categories, the Call Center Excellence Awards are dedicated to recognising superior thinking, creativity and execution across the full spectrum of call centre functions.  To identify and assess leading organisations, IQPC has assembled an accomplished panel of call centre experts and leaders to accurately and objectively evaluate the call centres’ expertise with delivering a superior customer experience. The operation of the Montevideo centre was compared to other contact centres and customer support centre applicants on subjects including:

• overall strategy
• delivery of outstanding customer service
• controlling costs
• resource management
• efficiencies gained through automation
• differentiating factors

In addition to winning the award for Best in Class, the Global Customer Support Center also obtained an honourable mention under the category “First Class Job Leveraging Technology for Efficiency & Automation”.