Flybe outsources call centre to Sitel

Flybe has outsourced its customer call centre function to Sitel, a leading global business process outsourcing provider.
This new partnership will integrate Flybe’s existing customer service team into Sitel’s Exeter based facilities, allowing consumers to receive customer care from a premier UK-based call centre.
Sitel was chosen because the company could minimise the impact of the transition on Flybe’s existing staff whilst offering a high standard of infrastructure and technology. Through the partnership, Flybe will retain the skills and knowledge of the existing team and gain the travel industry customer care expertise of Sitel’s management team.
Flybe was advised by Eversheds on the transaction. Richard Jones of Eversheds commented: “The strategic decision to outsource Flybe’s customer service function will allow them to provide an advanced level of customer care, whilst retaining the skills of their current workforce. Flybe is a longstanding and valued client of the firm, and we are glad to have played a part in establishing this new partnership."
Jonathan Breedon, Flybe’s Director of Customer Services said: “Flybe’s decision to outsource our call centre function to Sitel at their Exeter-based facility is good news for our staff, our customers and the company. Sitel are leaders in their field and this move ensures job security for all transferring staff. Our customers will continue to receive high quality service from a premier UK-based call centre and Flybe will not have to bear potentially significant relocation costs given the need to invest in modern premises and enhanced technology. We were particularly grateful for Eversheds’ seamless service and expert advice throughout the course of the project.”