Mindpearl has been awarded the global contact centre outsourcing contract for Malaysia Airlines, the national carrier of Malaysia. This contract forms part of Malaysia Airlines’ restructure to facilitate sustainable profitability.
Previously Malaysia Airlines operated its customer support centre from several locations, including their head office in Kuala Lumpur, Malaysia. Under the new agreement, Mindpearl will service Malaysia Airlines globally from two centralised locations, namely Kuala Lumpur, Malaysia and Suva, Fiji.
This partnership will give Malaysia Airlines access to more sophisticated technologies, enable operational efficiencies, eliminate fragmentation, promote improvement through standardisation and ultimately enhance the overall customer experience.
Malaysia Airlines customers will now be able to converse in their preferred language namely English, Dutch, French, German, Korean, Mandarin, Japanese, Malay, Indonesian, Cantonese, Khmer, Tagalog, Tamil, Thai and Vietnamese. Calls in English from Malaysia Airlines’ worldwide markets will be available 24 hours a day, which is a first for the airline. Dedicated teams went live on the 1st and 8th August 2016, providing voice and non-voice services which encompass inbound calls, outbound calls and email enquiries. Final market/call cut-over will take place in September 2016.
William Pattison, Mindpearl’s CEO had this to say, ‘Malaysia Airlines’ global customer contact centre is a critical function since this enables direct interface and drives engagement with Malaysia Airlines’ customers. Hence, an area where customer experience is of paramount importance. We are delighted that Malaysia Airlines has selected Mindpearl as their preferred global contact centre partner. We will proudly represent Malaysia Airlines and embody the Malaysia Airlines brand as ambassadors to the world.’
About Malaysia Airlines:
Malaysia Airlines is the national carrier of Malaysia, offering the best way to fly to, from and around Malaysia. Among the few airlines to have won both a Skytrax five-star rating and World’s Best Cabin Crew award, Malaysia Airlines takes our 40,000 guests daily on memorable journeys inspired by Malaysia’s diverse richness. Malaysia Airlines embodies the incredible diversity of Malaysia, capturing its rich traditions, cultures, cuisines and warm hospitality on board, while opening up more of Malaysia’s destinations than any other airline. Since September 2015, the airline has been owned and operated by Malaysia Airlines Berhad. As a member of oneworld®, Malaysia Airlines and its partners in the global alliance offer a superior, seamless travel experience to more than 1,000 destinations in 150 plus countries, with special privileges and rewards for frequent flyers, including access to more than 650 airport lounges worldwide. Up to 90 destinations will be serviced across Asia, Africa, the Americas and the Middle East via a new codeshare partnership with Emirates, signed in early 2016. Click here to read more about Malaysia Airlines.
