Emirates airline has officially inaugurated its dedicated customer contact centre in the Outsource Zone Dubai, following a visit to the facility by His Highness Sheikh Ahmed bin Saeed Al Maktoum, Chairman and Chief Executive Emirates airline and Group.
Acting as a global information hub for its valued customers’, Emirates’ 770 seat contact centre has been purpose built utilising state-of-the-art technology, in keeping with the airline’s commitment to quality.
Since opening last year the Emirates centre has handled over three million customer calls, averaging around 15,000 per day. The spacious environment contains a number of dedicated staff training rooms in addition to common lounge areas.
“Bringing together two previously separate customer contact centres we have been able to create a progressive work environment that is conducive to productivity and most importantly, contented employees and customers,” said Sheikh Ahmed.
“Our new high-tech contact centre was developed with our customers in mind laying the foundation for a more cohesive customer experience. As Emirates airline continues to expand it is important that we continue to evolve our customer service experience to keep up with increased demand and our new contact centre is an excellent example of this,” he added.
Emirates’ new customer contact centre is linked virtually to the airline’s contact centres in other regions, creating a seamless customer experience and a broader base of employees to service our customers globally. Each contact centre staff member around the globe is inter-connected to create one large virtual centre enabling unified knowledge sharing.
On calling the customer contact centre Emirates’ customers can make new reservations or change existing ones, book a specific seat or if travelling in First Class and Business Class they are able to book their complimentary chauffeur drive service. Customers can also call the contact centre to redeem their Skywards miles. In addition the customer contact centre handles general customer enquiries relating to our products, services and network.
“Our customer contact centre is often a new customer’s first point of contact so it is critical that the service provided meets and exceeds their expectations. A company only gets one chance at a first impression and we have invested significantly to ensure that ours is exemplary,” added Sheikh Ahmed.
Catering to a large demographic the contact centre offers multiple languages including; English, Arabic, Russian, French and Spanish. The nearly 800 strong staff are a diverse mix of 40 different nationalities, including 68 UAE Nationals.
Around 75% of all calls handled are from the UAE market. The remaining calls are from international markets supported by the centre.