Wednesday, February 21, 2007
Airline expands own call center
TO keep up with passenger growth volumes, Cebu Pacific (CEB) has upgraded the physical and technical capabilities of its call centers in Manila and Cebu.
“We’ve increased the capacity of our call centers by 67 percent over the past year and have recently linked our Manila and Cebu call centers so that calls are routed to the first available agent regardless of where the calls are coming from and where the agent is located,” Marvin Cui, CEB director for reservations, said.
CEB offers a 24-hour call center service for Manila and Cebu that receive more than 10,000 calls daily. CEB’s call center also accepts credit card payments for ticket purchases.
“We are constantly upgrading and improving our services in order to address the growing needs of our guests,“ Cui said.
CEB employed an additional 130 agents in 2006 for its Manila and Cebu call centers to better serve its rapidly growing customer base. CEB reported a 57-percent increase in passenger volume for 2006 compared to 2005.
“CEB is the Philippines’ biggest domestic airline operator in terms of offering the most destinations, routes and flights so it is very important for us to innovate and continue to improve our services, especially with the peak summer season just around the corner,” said Cui. (PR)
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