COUNTRY FOCUS: IRAQ
IA was risking high levels of passenger
dissatisfaction and long-term alienation.
It was also a lost revenue opportunity, since
contact centres can serve as indirect sales
channels – saving airlines from having to
pay commissions to travel agents or global
distribution system (GDS) providers.
Passenger satisfaction is a prime objective for
all successful airlines. Surveys have found that
technology plays a major role in improving
the travel experience as does reaching out to
passengers in their own language.
This project provides IA Passengers
with 24/7 contact centre services for
www.intelligentcio.com
“
IA CAN ALSO
ACCOMMODATE
THE GROWING
DEMAND FROM
PASSENGERS FOR
MULTI-CHANNEL
SUPPORT –
INCLUDING VOICE,
EMAIL AND CHAT.
reservations, ticketing, e-commerce and
back office functions.
The solution
SITA contact centre services can be
provided via voice calls from around the
world, email or chat channels and are
served by 18 trained SITA agents who can
assist passengers in Arabic, English and
Kurdish languages.
SITA provided a complete outsourcing solution
for IA’s contact centre activity – including both
agents for the contact centre and the ability
to forward calls from 13 different countries to
Jordan where they are answered.
INTELLIGENTCIO
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