Air India boosts customer service with 5 new global centres

16 Apr 2024 CW Team

Air India officials stated that they had deployed five new contact centres to provide round-the-clock assistance to their customers globally.

They mentioned that the airline had partnered with Concentrix, a customer engagement firm based in California, to oversee premium services from centres in Mumbai, Cairo, and Kuala Lumpur.

Additionally, they noted that the airline had enlisted iEnergizer to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries. They added that Air India had recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests.

They explained that the dedicated service offered personalized assistance, further enhancing the overall travel experience for these esteemed segments of passengers. They stated that by investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aimed to streamline customer support operations and enhance efficiency.

Rajesh Dogra, Chief Customer Experience Officer at Air India, mentioned during the launch of the Mumbai centre that their customers were at the core of their operations. He expressed that the enhancement and expansion of the contact centres were a testimony to Air India's commitment to providing comprehensive support to their customers and were a step towards building Air India into a world-class global airline.

They mentioned that the airline had implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist their valued customers. They added that a 24/7 grievance management desk promptly addressed all customer queries, escalations, and provided round-the-clock support.

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