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Kenya Airways launches call centre

NAIROBI, Kenya, Jul 27 – National carrier Kenya Airways has officially launched a new 24-hour contact centre in its continued effort to improve customer service.

KQ Area Manager for Kenya Nita Nagi told Capital Business that the new facility at the Embakasi Headquarters seeks to offer good and efficient services to customers outside Kenya who were previously not served by their old call center that opened for 12 hours only.

“It’s a big progress from where we were at where we had a call center that started at 8am and closed at 8pm. We felt that we were not giving the rest of our customers outside of Kenya the right level of service because of different time zones,” she explained the reason that prompted the setting up of the facility.

Ms Nagi said that there are plans to have the center which can hold 80 officers the only facility that handles customer related issues for not only KQ but its partner airlines such as KLM, Air France and Precision Air.

The center the manager said also provides an opportunity for the airline to improve on its sales figures.

“Previously the call center did nothing but PR (Public Relations) or handling customer queries and giving information. But it is now a sales office and it is clocking an average of Sh5.6 million per month already from zero. So that is good and we can only see it going up,” she said of the facility that has been in operation for the last two months.

This has been made possible by the use of money transfer services, M-PESA and Zap where customers can book and pay for their flights without going to the KQ offices.

The number of calls received per day has gone up from 800 to 1,700 this is expected to grow.

The airline’s Group Managing Director and Chief Executive Officer Titus Naikuni said the setting up of the center was in line with its strategy to ensure seamless flow of information to customers through a one-stop point.

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“Our customers come first. They deserve accurate and real time information delivered through the use of best technology,” he said adding that the contact centre will complement the Website and E-Ticketing services.

He explained that this latest development to provide real time information and round the clock access was borne of the Kenya Airways objective to find new ways and methods to improve services and provide efficient and convenient traveling experiences to customers. 

Mr Naikuni pointed out that the advancement of information communication technology had necessitated the centralization of information services. The new contact center will be equipped with the latest call center technology for best customer experience.

Kenya Airways customers can book tickets and find out more about all services including  Flying Blue, KQ Msafiri MasterCard  Credit Card, KQ Cargo, baggage and all general queries by simply dialing the number +254 20 3274747 from anywhere in the world, 24 hours and obtain the solutions to their problems.  

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