MIRAMAR, Florida (April 3, 2006) - Virgin America, a new U.S.-based airline start-up, announced today that it has selected WillowCSN Inc., the leading provider of virtual call center solutions to Fortune 500 companies, to manage all of its customer service calls. Under the terms of the agreement, WillowCSN´s pool of home-based CyberAgent CSRsTM will handle all of the airline´s reservations and flight information inquiries routed from Virgin America´s toll-free customer service line.
"As we develop our airline, we're aligning ourselves with like-minded companies that employ innovative strategies to deliver outstanding customer service," said Todd Pawlowski, vice president, airports and guest services. "With its pioneering approach to call center outsourcing - and its service-oriented culture - WillowCSN was the natural choice. In addition, Virgin America is highly supportive of Willow´s mission to create jobs here in the United States."
"Our home-based, invested workforce model enables start-up companies such as Virgin America to take advantage of a high-quality labor pool without having to choose between the overhead of a bricks-and-mortar call center or moving jobs offshore," stated Angie Selden, chief executive officer of WillowCSN. "Our screening and training capabilities ensure that all Willow agents handling calls for Virgin America are more than qualified, and that they are totally committed to the success of the airline. We are very excited for the opportunity to participate in the launch and growth of Virgin America."
More than 80 percent of Willow´s agents are college educated and have management experience. Operating independently from their home offices, Willow´s agents will invest in their own training and equipment to meet the rigorous service requirements of Virgin America.
In the coming months, Virgin America will engage 200 WillowCSN CyberAgents in training on the airline´s flight reservation system and company culture. In its first five years of operation, Virgin America plans to create as many as 3,000 direct, new jobs and estimates it could create more than 50,000 indirect, new jobs across the entire U.S. economy.
Originally established in 1997 to offer home-based job alternatives to disabled workers, WillowCSN counts among its 35 clients many well-known companies, including 10 Fortune 500 companies. Today, Willow supports more than 3,000 active home-based CyberAgents across the United States. By incorporating the home-shoring concept into their customer service operations, companies have access to a unique labor pool which delivers better business results on each transaction, and can benefit from lower attrition rates while avoiding many of the costs associated with maintaining a traditional call center.
About WillowCSN
Founded in 1997 and based in Miramar Florida, Willow CSN Incorporated is the pioneer of flexible, outsourced virtual call center service solutions for organizations seeking to profitably increase revenue and address the staffing, cost and quality control issues associated with conventional contact centers. Companies route their call volume to WillowCSN's network of CyberAgent CSRsTM who operate as independent customer service representatives from their home offices.
Clients and CyberAgent CSRsTM rely on WillowCSN's patented StarMatic ® technology for its scheduling, reporting, and communications functions. Call Center Magazine awarded WillowCSN´s CyberAgent CSR services program the "2004 Product of the Year" award. More information about WillowCSN can be found at www.willowcsn.com.
About Virgin America
Virgin America is a new U.S.-based start up airline that plans to launch domestic service with new Airbus aircraft. The company is U.S. majority owned and operated and has announced firm orders for 34 A320 family aircraft including 19 purchased aircraft from Airbus and 15 leased aircraft from GE Capital Aviation Services. Virgin America´s company headquarters is in the San Francisco Bay Area, and its principal base of operations is at the San Francisco International Airport.
Virgin America´s goal is to build an innovative, creative travel brand based on safe and efficient operations, low costs, outstanding guest service, and a unique level of engagement by its team. Its mission is to create an airline people love. For the latest, visit virginamerica.com.
Karen Seaman
MacMillan Communications
149 Fifth Avenue, 11th Floor
New York, NY 10010
karen[at]macmillancom.com
212.473.4442