Trust International And Neumannzanetti & Partner To Collaborate On Global Call Center Training And Analysis Initiatives

NeumannZanetti's Customer Care Check will involve over 100 tests calls in various languages from a number of perspectives including travel agencies, businesses, and individual travelers. After completion, the results will be provided to the respective Call Center management team to aid in further developing new training and sales concepts to provide more efficient and customer-oriented support.

During phase two of the initiative, NeumannZanetti will develop and execute training programs for each of TRUST's Call Center agents. Based on the results of the Customer Care Check, the programs will address customer needs and are designed to create awareness of individual strengths and weaknesses as well as generate enthusiasm and motivation to improve performance. A schedule will be developed for each agent to support a systematic build-up of employee performance ranging from customer-oriented and sales-boosting tactics, to cross-selling and up-selling strategies.

"TRUST has two objectives in its Global Call Center initiative with NeumannZanetti," stated Connie Rheams, President of TRUST in the Americas. "We want to document the outstanding quality of the company's private-label telephone service from the customer standpoint as well as identify the strengths and weaknesses of our Call Center agents to make improvements. We want to maintain our reputation of having the best call centers in the industry and it is critical that our agents maintain a high level of knowledge and service-oriented skills," continued Rheams.

"NeumannZanetti & Partner's experience in developing creative training strategies for the hospitality industry will build upon TRUST International's already outstanding level of customer service via its Global Call Centers," stated Jörg Neumann, Managing Director at NeumannZanetti & Partner. "We look forward to working with TRUST's Call Center management team and its individual agents to improve the way the company serves international travelers and hotel groups," Neumann concluded.

About TRUST International

TRUST International (www.trustinternational.com) is a member of the Bertelsmann Group, the most international media corporation. TRUST develops and implements a state-of-the-art central reservation system, providing tailor-made, real-time reservations and global distribution solutions for the hospitality industry. TRUST services provide real-time solutions that seamlessly connect hotels and bookers worldwide, including private label telephone lines, connectivity to all Global Distribution Systems (GDS) and various Web sites and Internet platforms, and three Global Communication Call Centers serving 36 countries in currently 16 languages. TRUST maintains three offices worldwide including the Headquarters in Frankfurt, Germany, the Americas office in Orlando, Florida, and an Asia Pacific communication center in Singapore. Among TRUST's clients are some 1,300 hotels at 685 destinations in 95 countries such as Astron Hotels & Resorts, Dorint Hotels & Resorts, Four Seasons Hotels & Resorts, Hard Rock Hotels, Kempinski Hotels & Resorts, The Leading Hotels of the World, Mandarin Oriental Hotel Group, Mövenpick Hotels & Resorts, Oberoi Hotels & Resorts, Pan Pacific Hotels & Resorts, Raffles International Hotels & Resorts, Small Luxury Hotels of the World, SRS-WORLDHOTELS, Steigenberger Hotels & Resorts, and Swissôtel Hotels & Resorts.

About NeumannZanetti & Partner

NeumannZanetti & Partner (www.nzp.ch) specializes in designing, delivering and providing follow-up for effective learning processes in the core areas of CUSTOMER FOCUS, LEADERSHIP DEVELOPMENT and SERVICE QUALITY.

Customer Care Checks in up to 12 languages and Employee Care Checks allow for accurate, meaningful analysis of the current situation. The training and project methodology developed by NZP ensures a high degree of identification among all participants. It promotes consistent optimisation measures, and in addition to motivating, supporting and monitoring, it leads to lasting solutions.

Every year about 6,500 employees and managers participate in small group workshops and seminars. Training sessions have been given throughout Europe, as well as in North and Central America, Africa, the Middle East and Asia.

NZP was established in Switzerland in 1996, and is still based in Lucerne. Clients range from well-known banks, insurance companies, IT firms and businesses, to internationally familiar names and brands in telecommunications, the automobile industry, the hotel and tourism industry, and even TRUST INTERNATIONAL.