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Air India, India’s world airline, has deployed 5 new contact centres, providing round the clock help to its clients worldwide.
It has partnered with Concentrix, a California-headquartered customer engagement agency, to handle premium providers from centres in Mumbai, Cairo, and Kuala Lumpur. The airline has additionally signed up iEnergizer, to function contact centres in Noida and Bengaluru, specializing in home inquiries.
Air India has not too long ago launched a premium desk solely tailor-made for its premium Frequent Flyer members, in addition to enterprise and first-class friends. The devoted service gives personalised help, additional enhancing the general journey expertise for these esteemed segments of passengers. Investing in creating best-in-class expertise infrastructure, together with a new tech stack, the airline goals to streamline customer assist operations and improve effectivity.
“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, stated in the course of the launch of the Mumbai centre.
Air India has applied a complete back-office insourcing technique to handle emails, social media, and chat assist internally to successfully help our valued clients. A 24/7 grievance administration desk promptly addresses all customer queries, escalations and supplies round the clock assist. A sturdy high quality and coaching governance framework has additionally been established to make sure that the workers adhere to best-in-class requirements and improve their abilities.
Recently Air India launched its redesigned web site and airline trade’s first Generative AI chatbot- AI.g. The chatbot supplies seamless accessibility on the web site in addition to on WhatsApp opening a new visitor assist channel, serving to travellers to ask questions throughout 1300+ travel-related matters.
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