The Guernsey airline Aurigny has relocated its call center operations to Fiji, aiming to enhance service quality and reduce costs for its customers. The decision to partner with the Fijian call center company, MindPearl, which has been working on Aurigny’s behalf since January, is a strategic move intended to lower airfares for island residents.
Clive Action, Aurigny’s acting head of customer experience, emphasized the importance of maintaining a personal touch, noting that the airline values its community’s desire to hear familiar voices. Since the transfer to Fiji, the airline has experienced a remarkable 90% reduction in call waiting times, significantly improving customer service efficiency. “This transition allows us to better serve islanders at home,” Action added.
This relocation is part of a wider trend among airlines, particularly in the Pacific region, as they seek to combine cost-effectiveness with improved customer service. Notably, Fiji Airways has made significant strides in enhancing operational efficiency and customer satisfaction as well, highlighted by recent reports indicating improvements in flight frequencies and overall service quality, paired with competitive airfares.
The decision reflects an adaptable strategy employed by airlines in response to changing operational landscapes while maintaining service standards. With this shift, Aurigny hopes to create a more responsive and engaging customer experience, ultimately benefiting the communities it serves.
This move is a positive signal of resilience in the airline industry, emphasizing the potential for quality service improvements through innovative partnerships.
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