27 Aug 2014 11:30
Etihad Airways, the national airline of the United Arab Emirates (UAE), has completed the final phase in the development of its Al Ain contact centre facility, with the opening of a second contact centre, bringing to three the number of centres within the UAE, and a total of four worldwide.
new facility will complement the airline’s current Al Ain contact centre, which
was launched in 2011 and is staffed and managed by a team of 170 UAE national
centre will operate 24/7 with a desk capacity for 70 agents providing bilingual
Arabic and English assistance to the airline’s guests. Contact centre agents
are trained to handle all aspects of customer inquiries relating to their
journey with Etihad Airways and membership of the airline’s loyalty program,
Etihad Guest. The new centre will support the airline’s guests in the UAE and
across the Gulf region.
Airways’ Chief Commercial Officer, Peter Baumgartner, said: “We are pleased to
expand our Al Ain contact centre, and enhance the guest experience with highly
trained, multilingual contact centre agents.
contact centres, which are located in the UAE and the UK, handle around three
million calls each year. As Etihad Airways grows, we continue to evolve our guest
services to provide the best experience for all our guests and travel trade
new contact centre will provide full time employment for 140 contact centre
agents from a diverse mix of nationalities.
Each agent will all undergo extensive training in all aspects of the airline’s
reservations systems and booking procedures.
Airways’ contact centres in Abu Dhabi, Al Ain and Manchester support guests and
trade partners in 37 markets across 14 languages.
The Al Ain contact centre was recognised as the
‘Best Large Call Centre’ at the Insights Middle East Call Centre of the Year
Awards in June 2014.