Wednesday, March 2, 2011

Kenya Airways Contact Center

Kenya Airways has developed a state of the art call center in an effort to offer reliable services to customers. The KQ Area Manager for Kenya Nita Nagi said that the call center located at Embakasi is intended to offer quality and efficient services to customers outside the country who were not served by their old call center which only opened for 12 hours only.


 Previously, the old and only Kenya Airways call center opened from 8am and closed at 8pm east African time, hence most of the Kenya Airways customers outside the country did not enjoy the services. Due to different time zones, customers outside Kenya were not able to enjoy the call center services hence the need to open a new one. And for this reason particularly, it was necessary for Kenya Airways to open a new call center.

The new Kenya Airways call center can hold 80 officers and it’s the only facility that handles customer related issues for not only KQ but its partner airlines such as KLM, Air France and Precision Air. With this development, Kenya Airways anticipates to improve on its sales figures.

The old call center only handled public relation matters which included handling customer queries and providing them with information. By setting up the new call center, other services like sales will now be handled from the call center. Through various money transfer services like Mpesa and Airtel money, customers can book and pay for their flights without necessarily going to the KQ offices.

The Kenya Airways call center now receives approximately 1,700 calls per day from 800; however the number of calls is expected to grow even further. 1,700 this is expected to grow. The Group’s Managing Director and Chief Executive Officer Titus Naikuni also added that setting up of the Kenya Airways call center was in line with its strategy to ensure seamless flow of information to customers through a one-stop point.

Like any other company, Kenya Airways has indicated that customers come first and they deserve to get accurate and real time information. The Kenya Airways call center is expected to complement the use of Website and E-Ticketing services to boost the overall sales turnover.

It is very important to provide real time information especially from the Airlines sector. The new Kenya Airways contact center will be equipped with the latest call center technology for best customer experience. Customers can book tickets and get relevant information about the Kenya Airways services like Flying Blue, KQ Msafiri MasterCard  Credit Card, KQ Cargo by simply dialing the number +254 20 3274747 from anywhere in the world 24/7.

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4 comments:

your website is of no help!!!!!! how come I can't get to book a flight online?

To book a flight online please visit Kenya Airways website @ www.kenya-airways.com or call the customer care number in the above post.

How do I get to apply for the customer service job at the call centre?

Tried 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.

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