Air India, India’s international airline, has deployed 5 new contact centres, providing round the clock help to its prospects worldwide.
It has partnered with Concentrix, a California-headquartered buyer engagement agency, to handle premium companies 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 lately launched a premium desk completely tailor-made for its premium Frequent Flyer members, in addition to enterprise and first-class company. The devoted service presents personalised help, additional enhancing the general journey expertise for these esteemed segments of passengers. Investing in growing best-in-class expertise infrastructure, together with a brand new tech stack, the airline goals to streamline buyer assist operations and improve effectivity.
“Our prospects are on the core of our operations. The enhancement and growth of the contact centres is an affidavit to Air India’s dedication to offering complete assist to our prospects and is a step in the direction of constructing Air India right into a world-class international airline,” Rajesh Dogra, Chief Buyer Expertise Officer, Air India, stated through 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 prospects. A 24/7 grievance administration desk promptly addresses all buyer queries, escalations and offers 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 expertise.
Lately Air India launched its redesigned web site and airline trade’s first Generative AI chatbot- AI.g. The chatbot offers seamless accessibility on the web site in addition to on WhatsApp opening a brand new visitor assist channel, serving to travellers to ask questions throughout 1300+ travel-related subjects.
