Fiji Airways, officially opened its new Global Reservations Centre in the Fijian Capital Suva on Wednesday, January 21.
The Reservations (Call) Centre will be operated by Pacific CentreCom (Fiji) Ltd, a joint venture between Pacific Call Comm Ltd, a wholly owned subsidiary of Fiji Airways, and CentreCom Pacific (PTY) Ltd, an Australian-Maltese call centre provider.
The new Fiji Airways Call Centre Pacific CentreCom takes over from Fiji Airways’ current call centre provider Mindpearl. The gradual cutover began with the Fiji and New Zealand calls routes to the new centre, while the rest of the airline’s Global markets will cut over by the end of the month.
The new call centre set-up came after the expiry of the current call centre provider’s contract at the end of December 2014.
“We embarked on a global tender process last year to manage our call centre and received good interest from reputable companies,” Stefan Pichler, Managing Director and CEO of Fiji Airways said.
“Our vision is to turn the Centre into a profit-making part of our business, and we ultimately decided that the airline needed to have control in the ownership in the venture to deliver this.
“More importantly, through part-ownership, Fiji Airways can exercise greater customer service by having its own managers and coordinators based within the centre.”
“We’re fully committed to increasing our customer service across all touch points, and the Call Centre is a vital part of our service delivery.
“It fields some 400,000 calls per year from Fiji, Australia, New Zealand, United States and Hong Kong. We will also be able to field calls from China and Europe later this year by adding multi-language service capabilities into the Centre. So it will be a centre of excellent service for all our customers!”
The joint venture partner, CentreCom Pacific (PTY) Ltd, expressed its great delight with the start of its Fiji operations with Fiji Airways.
Anthony Cassar B. Sc. LLB, the Managing Director of Centrecom Pacific said the company was very proud to have won the global tender to partner with Fiji Airways in this Joint Venture to create a Centre of Excellence and provide best and caring service for Fiji Airways passengers and other clients in the future.
45 staff and management started the Centre’s operations in a purpose-built facility in the heart of Fiji’s capital, Suva. It can support 24/7 operations for up to 150 consultants, and there’s scope for call centre services to be provided to other business in the near future.