Thanks to Ringover, we’ve improved our service level and call handling by more than 50%.

About British Airways

British Airways is a British airline with more than 100 years of history. Its main base is located at London Heathrow Airport. Today, the airline flies to 170 destinations across 70 different countries and has more than 27,000 employees worldwide. Together with Iberia, Vueling, Aer Lingus and Level, it has been part of the IAG Group since 2011. British Airways operates on every continent, with North America being its most strategic market, and it also has a strong presence in Asia.

What were British Airways’ needs?

1. Improving internal and external communication
   
2. Reduce and prioritise high volumes of inbound calls
   
3. Deliver a smoother, more consistent customer experience
   

British Airways began using Ringover in Spain with a small group of airports and employees as part of a pilot project. They liked it so much that the solution has gradually been rolled out in other countries. Today, British Airways uses Ringover in Italy, Greece, Portugal and Croatia — and soon in Cyprus and Israel as well.

Ringover has enabled the airline to be far more efficient in its operational coverage, gain greater control, and reduce pressure on staff. Cloud telephony also gives employees the flexibility to answer calls from anywhere in Europe.

British Airways particularly appreciates the ease of use of Ringover. They consider it an intuitive tool that requires no training or guide to get started. They also value the fact that it can be used from any device and any location.

Increased productivity

Ringover has proven to be extremely useful in helping British Airways handle the high volume of calls across all its airports.

Enhanced efficiency

All calls are taken care of thanks to Ringover’s virtual switchboard, which routes each call to the team member who is available.