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Etihad Cargo restructures customer services to improve efficiency
来源：shippingazette 编辑：编辑部 发布：2023/02/03 15:03:35
ETIHAD Cargo is aiming to improve customer service efficiency through the restructuring of the carrier's Contact Centre Team, reports London's Air Cargo News.
Etihad Cargo has created two separate units to improve global customer service response times and to enable it to improve business conversion.
One team is dedicated to servicing United Arab Emirates (UAE) customers, and the other is to service the rest of the world and global key accounts.
The separate units will have dedicated communication channels and email addresses to avoid overlap and improve response times.
"The restructure of Etihad Cargo's Contact Centre Team and realignment of work processes is the latest step in the carrier's long-term commitment to improving customer responses and enhancing service delivery and business conversion," said Etihad Cargo VP Tim Isik.
"75 per cent of Etihad Cargo's Contact Centre transactions originate from the UAE, and establishing a dedicated UAE-focused team will enable the Contact Centre to communicate with customers and respond to inquiries more efficiently."
"The global team will focus on service delivery and case resolution for the rest of the world, including Etihad Cargo's global key accounts," said Mr Isik.
The restructuring of the carrier's Contact Centre Team aligns with Etihad Cargo's continuous improvement strategy.
"Etihad Cargo's primary objective is to be the air cargo partner of choice, and the carrier continuously reviews processes, procedures, and systems to ensure Etihad Cargo is the easiest carrier to do business with," said Mr Isik.
"The enhanced structure of Etihad Cargo's Contact Centre will improve customer service delivery, increasing the speed of responses and ensuring customers have access to support wherever they are located."
Etihad Cargo has created two separate units to improve global customer service response times and to enable it to improve business conversion.
One team is dedicated to servicing United Arab Emirates (UAE) customers, and the other is to service the rest of the world and global key accounts.
The separate units will have dedicated communication channels and email addresses to avoid overlap and improve response times.
"The restructure of Etihad Cargo's Contact Centre Team and realignment of work processes is the latest step in the carrier's long-term commitment to improving customer responses and enhancing service delivery and business conversion," said Etihad Cargo VP Tim Isik.
"75 per cent of Etihad Cargo's Contact Centre transactions originate from the UAE, and establishing a dedicated UAE-focused team will enable the Contact Centre to communicate with customers and respond to inquiries more efficiently."
"The global team will focus on service delivery and case resolution for the rest of the world, including Etihad Cargo's global key accounts," said Mr Isik.
The restructuring of the carrier's Contact Centre Team aligns with Etihad Cargo's continuous improvement strategy.
"Etihad Cargo's primary objective is to be the air cargo partner of choice, and the carrier continuously reviews processes, procedures, and systems to ensure Etihad Cargo is the easiest carrier to do business with," said Mr Isik.
"The enhanced structure of Etihad Cargo's Contact Centre will improve customer service delivery, increasing the speed of responses and ensuring customers have access to support wherever they are located."