British Airways is planning further investment in its call center in Gurugram, Delhi, India with a new office with a modernized telephone system. The airline has already doubled the size of its existing call centre since 2019.
The new facility will accommodate the full team and enhance the global customer experience, the airline said in a statement.
The office is set to open in May 2023 equipped with latest technology including improved cloud-based telephony platform with call-flow management and access to enhanced customer data. The airline will respond to customers using Live Chat through BA.com. This accounts for approximately 10 percent of customer contact and is growing.
Calum Laming, British Airways’ Chief Customer Officer said: “This investment in our Customer Care team at CallBA – who are integral to British Airways and of whom we are extremely proud – is part of our vision to continually enhance and upgrade our customer service.”
British Airways did not reveal further details on its investment in call centre in India.