February 20, 2010 at 4:35 pm
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Malaysia Airlines (MAS) has made it easier for customers to call its call centre with the MH Callback Assist, an intelligent queue management system.
Its senior general manager for network and revenue management, Dr Amin Khan, said 10 per cent of the airline’s customers were opting for it and the volume of calls handled by the call centre had gone up by 12 per cent.
The MH Callback Assist is programmed to do an automatic callback to customers who have left their contact details in the call queue on a first-come, first-serve basis, Amin said in a statement here, on Friday.
“If a customer’s expected waiting time is more than two minutes, the system will announce the estimated waiting time and provide the caller with an option to leave his contact details for a call back or continue holding on the line,” he said.
Once the caller opts to leave his contact details, the system would automatically do a callback when the caller’s turn is up without the customer losing his position in the queue, he explained.
On an average, MAS’ call centre receives up to 6,000 calls daily, although up to 9,000 calls could be expected daily promotional periods.
The call centre operates on a 24 hour basis and could be contacted at 1300-88-3000 within Malaysia or 603-78433000 for callers outside the country.
Source: Bernama