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Leading regional airline reports unit operating cost reductions through successful customer relations’ outsourcing

26th May 2016

Flybe, Europe’s largest regional airline, reports that over the past six months it has successfully completed the relocation of its Customer Contact Centre to the Belgrade office of SITEL, a leader in the outsourced provision of world class customer relations’ solutions, in a move that has helped to reduce the airline’s unit operating costs and improve customer service.

Flybe initially outsourced its customer service function to Sitel in 2013 and since then has gradually integrated its remaining customer relations and social media functions to take full advantage of Sitel’s state of the art infrastructure and technology in both Exeter and Belgrade.  The company actions an average 60,000 calls a month. 

Amy Valcik, Flybe’s Chief Marketing Officer comments: “We have been delighted at the improvements and cost savings made through our partnership with SITEL. Sitel is a leader in its field and we look forward to maintaining this positive relationship with the company, both in Exeter and in Belgrade.”

Sitel Site Director, Matt Cleveland adds:  “We’re proud to have partnered with Flybe for more than three years and to have proved we were the right choice. Our global presence means we’ve been able to support Flybe with both a continuing Exeter base and now the skills, expertise and benefits that our Belgrade base offers as well.

“I can’t praise our Exeter team enough as they’re the reason the partnership has been so successful. They do an incredible job helping the airline and making sure the experience of  its customers continues to get better and better. We’re looking forward to helping Flybe achieve even more in the months and years ahead.”


Issued by the Flybe press office:  T: 0845 675 0681    E:[email protected]

About Flybe:

Flybe, Europe's largest regional airline – 214 routes serving 10 countries from 75 departure points, 36 UK/38 European airports* (all routes on sale Apr’16 – Jan‘16); operates more UK domestic flights than any other airline (UK CAA Mar ’15 – Feb‘16); one of only two UK-based carriers in top 20 global airlines punctuality league table by OAG (Jan ’16) and named top UK airline for punctuality in report issued by UK consumer watchdog Which? (Dec 2014); named ‘Best Short-Haul Airline’ at the 2016 Business Travel Awards (Jan ‘16); is the largest scheduled airline by air traffic movements at Belfast City, Birmingham, Bournemouth, Cardiff, Exeter, Glasgow, Isle of Man, Jersey, Manchester, Newquay and Southampton airports (UK CAA Feb ’16); operates fleet of 75 aircraft – 52 Bombardier Q400, 9 Embraer 195, 11 E175 & 3 ATR 72s; codeshares with BA, Air France, Etihad, KLM, Finnair, Aer Lingus, Cathay Pacific, Virgin Atlantic and Emirates; has three franchise partners, Loganair, Stobart Air and Blue Islands making it only UK airline brand with 70% coverage of reporting airports (UK CAA Feb’15); has own globally recognised Training Academy in Exeter with flight deck and cabin crew simulator facilities, 26 classrooms and 150-seat conference facility.

*Flown under the Flybe brand (30 routes/11 airports exclusively served by Flybe’s franchise partner, Loganair: and 3 routes and 3 airports exclusively operated by franchise partner, Stobart Air)