AIR INDIA AUGMENTS CUSTOMER CARE WITH 5 NEW CENTRES GLOBALLY
Partners with Concentrix and iEnergizer to provide 24/7 assistance for customers with dedicated desks for premium and frequent flyers
Air India, India’s leading global airline, has deployed five new contact centres, offering round-the-clock assistance to its customers worldwide.
It has partnered with Concentrix, a California-headquartered customer engagement firm, to manage premium services from centres in Mumbai, Cairo, and Kuala Lumpur. The airline has also signed up iEnergizer, to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries.
Air India has recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests. The dedicated service offers personalised assistance, further enhancing the overall travel experience for these esteemed segments of passengers. Investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aims to streamline customer support operations and enhance efficiency.
“Our customers are at the core of our operations. The enhancement and expansion of the contact centres is a testimony to Air India’s commitment to providing comprehensive support to our customers and is a step towards building Air India into a world-class global airline,” Rajesh Dogra, Chief Customer Experience Officer, Air India, said during the launch of the Mumbai centre.
Air India has implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist our valued customers. A 24/7 grievance management desk promptly addresses all customer queries, escalations and provides round-the-clock support. A robust quality and training governance framework has also been established to ensure that the employees adhere to best-in-class standards and enhance their skills.
Recently Air India launched its redesigned website and airline industry’s first Generative AI chatbot- AI.g. The chatbot provides seamless accessibility on the website as well as on WhatsApp opening a new guest support channel, helping travellers to ask questions across 1300+ travel-related topics.
You might also like
Kick-start marketing now to regain pre-Covid FTA number
For inbound, India’s immediate target should be to regain its pre-Covid level of Foreign Tourist Arrivals (FTAs), according to Sarab Jit Singh. The country can achieve this target within two
Dubai brightens up the world with dazzling New Year’s Eve fireworks show by Emaar
Dubai has once again mesmerised the world with a magnificent New Year’s Eve fireworks spectacle by Emaar Properties, bidding farewell to 2016 and welcoming in 2017 in resplendent style. Thousands
Taiwan Tourism Bureau carries out aggressive marketing strategies with B2B workshop and participation in BLTM
Taiwan Tourism Bureau held an educational workshop for the travel fraternity and the media at Taj Mahal Hotel, New Delhi recently. The aim of the workshop was to educate the
