- Nicolae Rilea, ICT specialist
With seven GTS Group service centers spread across the
globe, including GTS Brno in Brno, Czech Republic, the
company has extensive customer service knowledge
related to the airline, travel and logistics industries. As an
expert in the field, the company must ensure that its
employees are well equipped to serve customers in their
time of need. Most importantly, this means being able to
effectively communicate.
When GTS Brno opened its doors in 2005, this mindset was
no different. Most of the service center’s 200 employees
spend around 70 percent of their time on the phone with
customers, so the company realized the need for superior
call quality. This objective, coupled with the high density of
agents on the floor, drove GTS Brno to search for a top of
the line headset with unmatched noise cancellation
features.
GTS Brno’s search for the perfect headset solution led to
the testing of several brands, including Plantronics.
However, after a comparison to Jabra products, too many
problems with other vendors surfaced that they ultimately
couldn’t ignore, such as poor call quality, connectivity
issues and user discomfort.
Nicolae Rilea, ICT specialist at GTS Brno, said that the trial
period was the best thing that could have happened
because it demonstrated Jabra’s better sound quality and
enhanced ergonomics.
Today, 70 percent of GTS Brno employees use Jabra
headsets, specifically the Jabra GN2100 Duo Flex NC.
Many employees also utilize Jabra’s specially designed
accessories to boost functionality and comfort, including
extended cables, replaceable ear cushions and Y-cables.
The Y-cables have been an especially helpful added bonus
as they allow supervisors to easily listen in on agent calls
to ensure their skills are up to par.
“With a strong focus on customer service, we really needed
the highest quality headsets to ensure the best level of
communication and we found that in Jabra,” said Rilea.
“I can confirm that headsets have become our call center’s
most important tool. In fact, thanks to Jabra, we constantly
hear praises from our customers regarding our call quality.”
With years of excellent Jabra service and usability behind
them, Rilea also revealed that GTS Brno has never
considered turning to another headset brand and doesn’t
plan to in the foreseeable future.
CUSTOMER
Global Tele Sales Brno s.r.o.
WEBSITE
www.gtsgroup.de/centers/brno
COUNTRY
Czech Republic
INDUSTRY
Customer service
PROFILE
Founded in 2005, Global Tele Sales Brno s.r.o (GTS Brno) provides
customer service support, such as Web support, customer
feedback and claims handling, for Lufthansa, SWISS International
Airlines and Austrian Airlines.
BUSINESS CHALLENGE
The company needed a superior headset solution with proven
noise cancellation features.
PHONE SYSTEM
Avaya /
Genesys Voice Platform
JABRA SOLUTION
Jabra GN2100 Duo Flex NC
BUSINESS BENEFITS
- Improved sound quality
- Ease of use
- Excellent customer service