AirAsia says it will upgrade call centres

AirAsia has just announced that it has launched call centre upgrades throughout Malaysia, and will be offering a new 24-hour self-service option, as well as a new ?premium? service line.

A brand new ?Premium Customer Service Line? will be introduced by AirAsia, which will be targeting to engage customers within 29 seconds of connection.  The catch is that it will come with a price tag of MYR1.95 per minute.

In a statement AirAsia says this premium line fee is because a ?significant share of the fee goes to the telephone companies?.

The regular phone service will also continue to operate.  This service, along with the premium service will only be manned between 7am and 7pm local time.

?We get an average of 6,000 calls a day, and we had to find a solution for easing traffic. Thus the comprehensive upgrade of our call centre services that now include much faster responses and better self-help facilities,? said Bo Lingam, AirAsia Chief Operating Officer.

AirAsia?s new 24-hour self service line will provide automated responses to the most common enquiries, such as those on flight schedules, booking status, flight status, refund status and baggage tracking

The low-cost carrier is also halving its online email response time from 24-hours to 12-hours.

Sourced = The e Travel Blackboard