Cygnific

Cygnific is a customer service outsourcing company and a subsidiary of KLM. It began inside the airline and now splits its work into two divisions, one handling KLM operations and one serving outside brands. Staff work from locations including Amsterdam, Enschede, Wembley, Curaçao, Tirana, Delhi and Manila.

Services

• Outsourced customer service: agents who handle contacts in the client's brand voice, without rigid scripts.
• Omnichannel contact: phone, chat and social media handled through one platform with a full view of each customer's journey.
• Sales support: sales and service centre work for client brands.
• Recruitment and training: selecting and training agents chosen for their fit with a client's brand.
• Centre of Expertise: a team that builds and shares knowledge and helps clients bring in policy changes.

Customers and markets

Cygnific works with brands that want to outsource customer service while keeping their own brand feel, including firms expanding into new languages and time zones and those facing seasonal peaks.

Key facts

• Parent company: KLM
• Languages: more than 10
• Staff: more than 30 nationalities
• Method: Lean Six Sigma
• History: 25 years of operation, marked in 2023