Concentrix and iEnergizer Drive Air India’s Contact Centres for Customer Support

Air India, the flagship carrier of India, has taken a significant stride in enhancing its customer service network by inaugurating five new contact centres. These centres, operating round-the-clock, aim to provide comprehensive assistance to Air India customers across the globe.
Air India Contact Centres market India
In a strategic partnership with Concentrix, a customer engagement firm headquartered in California, Air India has established premium service centres in Mumbai, Cairo, and Kuala Lumpur.

Additionally, the airline has collaborated with iEnergizer to operate contact centres in Noida and Bengaluru, focusing primarily on domestic inquiries.

One of the highlights of this initiative is the introduction of a dedicated premium desk tailored for Air India’s premium Frequent Flyer members, as well as business and first-class guests. This bespoke service is designed to offer personalized assistance, thereby elevating the overall travel experience for these esteemed passengers.

Rajesh Dogra, Chief Customer Experience Officer at Air India, emphasized the airline’s commitment to prioritizing customer satisfaction.

“Our customers are at the core of our operations. The 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 said.

Furthermore, Air India has invested in developing technology infrastructure, including a new tech stack, to streamline customer support operations and enhance efficiency.

In addition to expanding its contact centre network, Air India has implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally. A dedicated 24/7 grievance management desk has been established to promptly address customer queries and escalations, ensuring round-the-clock support.

Moreover, a robust quality and training governance framework has been put in place to uphold best-in-class standards and enhance employee skills.

In line with its commitment to leveraging technology for enhanced customer service, Air India recently launched its redesigned website and introduced AI.g, the airline industry’s first Generative AI chatbot. This innovative chatbot, accessible on the website and WhatsApp, serves as a guest support channel, assisting travelers with queries across 1300+ travel-related topics.

Air India is navigating through a five-year transformation roadmap under the aegis of Vihaan.AI, with an aim to become a world class airline with an Indian heart. The first phase of this transformation, the taxi phase was recently concluded, and focused on fixing the basics. News Desk

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