In a significant move to enhance customer service and accessibility, Air India has embarked on a strategic expansion project by operationalizing five new contact centres around the globe. In a release dated April 12, the national carrier, now under the ownership of Tata Group since its privatization, announced the launch of contact centers spanning across major cities including Cairo and Kuala Lumpur. This initiative stands as a testament to Air India’s commitment to providing comprehensive support to its expansive customer base worldwide.
The collaboration with Concentrix, a renowned customer engagement services company based in California, paves the way for high-quality premium services to be managed out of facilities in Mumbai, Cairo, and Kuala Lumpur. The strategic partnership aims to elevate the customer service experience, specializing in assisting Air India’s most loyal frequent flyer members and catering to the needs of business and first-class travelers with heightened expectations.
In addition to this international partnership, Air India is ramping up its domestic customer service footprint by aligning with iEnergizer, a well-respected BPM solution provider, to set up contact centers in Noida and Bengaluru. This move is targeted towards bolstering the airline’s domestic services, which constitute a significant portion of Air India’s operations within the sprawling subcontinent.
In the wake of the airline’s recent introduction of a premium desk dedicated to servicing their premium frequent flyer members as well as those flying business and first class, these new contact centres represent another step forward in Air India’s ambitious service enhancement agenda. This premium desk has been conceived as an exclusive point of service offering expedited support and personalized attention, further distinguishing the airline’s top-tier travelers with privileges befitting their status.
Beyond external customer-facing improvements, Air India has undertaken a comprehensive strategy to insource its back-office operations. A notable element of this internal restructure is the airline’s hands-on management of email correspondence, social media engagements, and live chat support services. This shift towards internal handling of key communication channels is expected to align more closely with the company’s overarching customer satisfaction objectives.
Complementing these structural changes is the institution of a 24/7 grievance management desk. This desk is core to Air India’s promise of delivering uninterrupted support to its customers, effectively addressing queries and concerns at any hour. The round-the-clock grievance desk is staffed with dedicated personnel trained to manage escalations efficiently and to provide immediate assistance, thereby significantly reducing response times and increasing resolution rates.
As Air India fortifies its customer service infrastructure, the setup of new contact centres across multiple continents serves to underscore the airline’s broader vision of fostering a more connected and customer-centric travel experience. The airline’s investment in state-of-the-art customer engagement technologies and process enhancements herald a new chapter in its operational capabilities, signalling a renewed focus on being attuned to the needs and preferences of travelers across its extensive flight network.
This latest development in service expansion is a result of a strategic vision that aligns with Tata Group’s customer-first philosophy and Air India’s own legacy of hospitality. By refining its touchpoints with passengers and investing in key areas that contribute to an enriched customer journey, Air India is clearly positioning itself as an airline that not only connects destinations but also builds bridges with its patrons through exceptional service and support.ut exceptional service and support.
