Lufthansa,shared services center,Central,Eastern,Europe,Czech Republic
Lufthansa launches shared services center for Central & Eastern Europe in the Czech Republic
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The world’s largest airline, German Lufthansa, has decided to build a new shared services center in the Czech Republic. The new center, which will be located in Brno (South Moravia), will serve customers of Central and Eastern Europe and should employ up to 100 people. This tenth call center in the Lufthansa family, named Global Telesales Brno s.r.o., will start operations on June 1st this year.
“Central and Eastern Europe is a strategic market for us where we plan in the coming years to double the volume of our activities,” commented Stephan Semsch, Lufthansa’s Director for Central and Eastern Europe, and added: “We thoroughly assessed 30 possible localities in total and ultimately chose Brno for its strategically favourable position within the region and its proximity to the important airline hubs of Munich and Frankfurt. Other great advantages of the Czech Republic are its membership in the EU, quality telecommunications and technical infrastructure and the motivated, qualified and cost-effective work force.”According to Lufthansa, the region of Central and Eastern Europe plays a very important role after enlargement of the European Union and this new customer centre project is tailor made for the needs of such markets. The range of languages used also fits well – besides English being mandatory the call center will also communicate in Czech, Bulgarian, Polish, Romanian, Serbian, Croatian, Slovak, Hungarian, Russian, Ukrainian and German. The creation of a call center is part of the company’s plan to double the number of flights in the region by 2006; this year Lufthansa will now offer 450 flights per week to 14 destinations in Central and Eastern Europe.
“Focusing on Central and Eastern European languages makes this investment one of a kind in the Czech Republic. And I want to underline, that the structure of new jobs created in the last year shows clearly that investors in the Czech Republic are not only looking for cheap labor. Today it is absolutely key to offer qualified, educated workers,” commented Radomil Novak, CEO of CzechInvest, and added: “Investments with higher added value like business support services or R&D already make up one third of the total number of CzechInvest’s projects.“
The Brno call center will offer advice on flight timetables, auxiliary services, prices, fees, reservations and ticket sales; it will also inform customers about the Miles&More frequent flyer program, arrange check-in by phone and receive feedback. These services will also be available to travel agencies and tour groups
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