Gulf Air's Worldwide Contact Centre targets two million calls in 2005

According to Aysha Al Ismaily, Reservations Operations Manager, the average number of calls per month is running in excess of 150,000 for the period to January to March 2005 and as a consequence, the two million mark in twelve months is a distinct possibility.

"The steady and consistent increase in call volume clearly indicates that customers continue to recognise the benefits and value of the service we provide - coupled with the fact that it is a toll free or local call rate charge," she said. "It also reflects the level of commitment from our team of reservations sales agents- all of whom are Omani nationals."

As the nerve centre of Gulf Air, the WWCC provides an unprecedented level of consistent and professional service delivery, as well as convenience for Gulf Air's customers throughout the world.

Utilising the most advanced technological solutions available for telecommunications and reservations service, the WWCC handles all Gulf Air's reservations activities, including bookings, ticketing enquiries and customer services. The WWCC supports, Gulf Air, Gulf Traveller, Gulf Air Holidays and the frequent flyer programme.

Week by week the WWCC centre is growing, either in the volume of calls being handled or in terms of staffing levels," said Aisha. "We expect to employ approximately 230 Omanis by the year end in readiness for calls to be handled from more countries. bringing the two million call target well within reach while at the same time taking us a step closer to serving the entire Gulf Air network by 2006."