Air India Opens 5 New Contact Centers with Concentrix

Air India, now under the Tata Group, has announced the operationalization of five new contact centers across the globe. This move signifies a significant step towards enhancing customer service experiences for its flyers. The airline has partnered with two different companies to manage these centers, catering to both premium and domestic inquiries.

Concentrix Takes Care of Premium Services

For a more personalized touch with premium flyers, Air India has joined forces with Concentrix, a California-headquartered customer engagement firm. Concentrix will manage contact centers in three key locations: Mumbai (India), Cairo (Egypt), and Kuala Lumpur (Malaysia). These centers will specifically address the needs of business class, first class, and premium frequent flyer members.

iEnergizer Focuses on Domestic Support

To ensure efficient handling of domestic inquiries, Air India has partnered with iEnergizer. These contact centers will be situated in Noida and Bengaluru, two major Indian cities. This strategic placement allows for better understanding and resolution of domestic customer issues.

Additional Customer Service Initiatives

Air India has also implemented a comprehensive in-house strategy to manage email, social media, and chat support. This ensures a central point of contact for various customer needs. Additionally, the airline boasts a 24/7 grievance management desk to promptly address any concerns or escalations.

Overall, this expansion in contact centers reflects Air India’s commitment to providing a superior customer experience under the Tata Group’s leadership.

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