CzeCh airlines - České aerolinie

Subsidiary companies
annual report 2010 | 33
CSA Services
A Word from the Executive Director
2010 was a year when our Company – within the framework of services provided to
our parent Company – exerted the utmost effort to support restructuring projects.
Despite the considerable impact the volcano eruption had on our work, our Contact
Centre managed to maintain stable results. The Contact Centre continues to provide
the best possible support and services for the sales and marketing of our parent
Company, Czech Airlines.
An important part of CSA Services consists of the services of an employment
agency, which we continued to expand on the external market. At the same time, we
initiated several steps leading to greater cooperation with the parent Company in the
field of recruitment.
The goals we set ourselves in 2010 were far from easy to meet. Thanks should be
addressed particularly to our employees, who play an active role in the growth of the
Company, in its day-to-day operations and in the provision of high-quality services.
Lenka Bartizalová
Executive director of CSA Services, s.r.o
Profile of the Company
was the Company’s main customer, followed by companies from the Czech Airlines
Group, such as HOLIDAYS Czech Airlines. Among the external clients of the agency
are companies such as Menzies Aviation (Czech), G4S, Credium, etc.
The services provided to the Czech Airlines Group companies continue to be focused
mainly on securing employees of specific professions the companies usually
need for a limited period of time, or in providing help in operational peak times. The
Company has also recently begun providing services in the field of recruitment to
the core workforce and outplacement.
Contact Centre
The Centre managed to keep accessibility of the Contact Centre throughout all of
2010 in the required range of 75 to 80% of all incoming calls processed within 20
seconds. This is a testimony to the stabilized operational results the Company
provides.
The percentage of calls lost stood in 2010 at 5.67%. These are parameters fully comparable
to other similar contact centres not only in the Czech Republic, but abroad
as well. These parameters have a direct impact on the Czech Airlines customers’
satisfaction and on the perception of the quality of services provided by the mother
Company. The operational and organizational changes that have been carried out
form a good basis for keeping operational effectiveness and quality of provided
services in 2011 as well.
Since 2005, CSA Services, s.r.o. has provided, through its own employment agency,
services of employment brokering, temporary employment, what is known as
temporary assignment and human resources consulting. Since 2006, it has also
operated the Contact Centre with round-the-clock operation.
CSA Services continues to develop its activities linked to organizing specialized
courses, training and other educational activities.
Employment agency
The services of the employment agency in the field of “temporary assignment” and
employment mediation were developed further throughout 2010. Czech Airlines