Kenya Airways has taken a significant step forward in providing reliable services to its customers by establishing a cutting-edge call center. Nita Nagi, the KQ Area Manager for Kenya, expressed the aim of delivering high-quality and efficient services to customers outside the country who were previously underserved by the limited operating hours of the old call center.
The previous Kenya Airways call center was only open from 8 am to 8 pm East African time, which resulted in customers residing in different time zones being unable to access the services. Recognizing this challenge, Kenya Airways recognized the need to establish a new call center to cater to customers worldwide.
The new call center, located in Embakasi, boasts a capacity to accommodate 80 agents and serves as the primary facility for handling customer-related issues not only for Kenya Airways but also for its partner airlines such as KLM, Air France, and Precision Air. This development is expected to have a positive impact on Kenya Airways' sales performance.
While the old call center primarily dealt with public relations matters, including handling customer inquiries and providing information, the establishment of the new call center expands its scope to include sales functions. Customers can now conveniently book and pay for their flights using various mobile money transfer services like M-Pesa and Airtel Money, eliminating the need to visit physical KQ offices.
The new Kenya Airways call center currently receives approximately 1,700 calls per day, a significant increase from the previous volume. However, this number is expected to continue growing. Titus Naikuni, the Group's Managing Director and Chief Executive Officer, emphasized that the establishment of the call center aligns with Kenya Airways' strategy of ensuring seamless information flow to customers through a centralized point of contact.
Kenya Airways recognizes the paramount importance of providing accurate and real-time information to its customers. The call center, in conjunction with the company's website and e-ticketing services, aims to enhance the overall sales turnover and customer experience.
Equipped with state-of-the-art call center technology, the new Kenya Airways contact center ensures that customers receive the latest information promptly. Customers can book tickets and access relevant information about Kenya Airways services such as Flying Blue, KQ Msafiri MasterCard Credit Card, and KQ Cargo by simply dialing the number +254 20 3274747 from anywhere in the world, 24/7.
your website is of no help!!!!!! how come I can't get to book a flight online?
ReplyDeleteTo book a flight online please visit Kenya Airways website @ www.kenya-airways.com or call the customer care number in the above post.
ReplyDeleteHow do I get to apply for the customer service job at the call centre?
ReplyDeleteTried applying for a job using the main portal severally but aint going thru.please help,thanks
Beatrice Njeri.
Email:beatiem07@yahoo.com.
On Sunday 20-10-12 beetween 12.26pm and 12.28 i called the call center using the 3274747 number and picked option 4 for general enquiries. The call went through and rung once and by the second ring was disconnected.I tried this 3 times and the same thing happened. The fourth time I opted to pick on option 1 for reservations and it was promptly picked. Unfortunately the service I recieved fron the consultant was pathetic. Whoever it was I feel should be at the customer care center if she is not willing to assist customers. I obviously asked why my call was being disconnected and all she did was say ok! so what did you want to know. No introduction of who she was just a get over wit it attitude. I work in a customer care center and if this was ever to happen, I do not have the words to describe what would happen to my job. All I am asking is that as a consultant always be erady to listen, understand and sort out the customer in a satisfactory manner. You should not allow such consultants mess the name of KQ.
ReplyDelete