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Emirates opens customer contact centre in Dubai
DUBAI - Emirates airline has officially inaugurated its dedicated customer contact centre in the Outsource Zone Dubai, following a visit to the facility by Shaikh Ahmed bin Saeed Al Maktoum, Chairman and Chief Executive of Emirates airline and Group.
Acting as a global information hub for its customers, the 770-seat contact centre has been purpose built utilising state-of-the-art technology, in keeping with the airline’s commitment to quality.
Since opening last year the centre has handled over three million customer calls, averaging around 15,000 per day. The spacious environment contains a number of dedicated staff training rooms in addition to common lounge areas.
“Bringing together two previously separate customer contact centres we have been able to create a progressive work environment that is conducive to productivity and most importantly, contented employees and customers,” said Shaikh Ahmed.
“Our new high-tech contact centre was developed with our customers in mind laying the foundation for a more cohesive customer experience. As the airline continues to expand it is important that we continue to evolve our customer service experience to keep up with increased demand and our new contact centre is an excellent example of this,” he added.
Emirates’ new customer contact centre is linked virtually to the airline’s contact centres in other regions, creating a seamless customer experience and a broader base of employees to service our customers globally. Each contact centre staff member around the globe is inter-connected to create one large virtual centre enabling unified knowledge sharing.
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