Etihad Airways' Al Ain contact centre, exclusively managed and operated by female UAE nationals, won the Best Call Centre Facilities and the Best Quality of Submission Awards at the annual Insights Middle East Call Centre Award ceremony held last night in Dubai.
Peter Baumgartner, Etihad Airways' Chief Commercial Officer, said: "We are exceptionally proud of our Al Ain contact centre. To see it recognised at the Insights Middle East Awards is a strong endorsement of our contact centre strategy, great satisfaction and a tremendous honour, especially for the skilled Emirati ladies working in Al Ain.
"Supported by a robust recruitment and training strategy and a rigorous performance management framework, the centre is currently hitting all its targets. We have achieved and exceeded our service levels in just 13 months of live operation. I would like to congratulate our Emirati workforce for their remarkable achievement."
"The cornerstone of Etihad Airways is our guests and we are dedicated to offering them an inspired travel experience starting from planning and booking their flights up until they reach their destination. The recognition of the Al Ain contact centre is another testament to the commitment we have made to our guests."
The Al Ain contact centre which began operations in February 2011 is the first international contact centre in Al Ain. It is also unique for being exclusively managed and operated by Emirati ladies.
The centre is open 12 hours a day, seven days a week in state-of-the-art purpose built premises on the campus of Abu Dhabi University. The business environment promotes a highly motivated and productive workforce who receive up to 62,000 calls a month.
The Al Ain centre was designed to support its female-only structure. It now employs over 180 UAE national women and supports them in developing their careers, while maintaining a sustainable work and home life balance.
Along with the Al Ain contact centre and the Abu Dhabi centre, Etihad Airways also has contact centres in Manchester and Mumbai.
About Etihad Airways
Etihad Airways, the national airline of the United Arab Emirates, began operations in 2003, and in 2011 carried 8.3 million passengers. From its hub at Abu Dhabi International Airport, Etihad Airways serves 87 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America, with a fleet of 66 Airbus and Boeing aircraft, and 100 aircraft on order, including 10 Airbus A380s, the world's largest passenger aircraft. Etihad Airways also owns nearly 30 per cent of airberlin, Europe's sixth largest airline, and 40 per cent of Air Seychelles. For more information, please visit: etihad.com
For more information please contact:
Reem Al Midwahi
Corporate Communications Manager
Phone: +971 50 812 63 78
Email: Ralmidwahi@etihad,ae
© Press Release 2012
