British Airways makes investment in call centre in India

British Airways has announced further investment in CallBA, the airline’s call centre located in Gurugram, near Delhi, India.
British Airways technologyBritish Airways did not reveal further details on its investment in call centre in India.

CallBA will operate from a new office with a modernized telephone system. CallBA has doubled in size since 2019. The facility will accommodate the full team and enhance the global customer experience offered by the dedicated team, British Airways said.

The office, opening in May 2023 will see CallBA colleagues using an improved, cloud-based telephony platform with call-flow management and access to enhanced customer data. The airline will respond to customers using Live Chat through BA.com. This accounts for approximately 10 percent of customer contact and is growing.

Calum Laming, British Airways’ Chief Customer Officer said: “This investment in our Customer Care team at CallBA – who are integral to British Airways and of whom we are extremely proud – is part of our vision to continually enhance and upgrade our customer service.”

British Airways, which opened the airline’s first call centre in India in 2006, has more than 1,400 trained employees to offer customer support to customers from the US and UK through to South Asia and South West Pacific.

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