AirAsia to end call centre services from March

KUALA LUMPUR: AirAsia Bhd is doing away with the call centre service in Malaysia from March next year, Group Chief Executive Officer Tan Sri Tony Fernandes said today.

He said the service, outsourced to another firm, was not making money and the sales amount was insignificant.

Fernandes said the move would encourage more customers to use the budget carrier's online helpdesk or go to the nearest AirAsia Travel and Service Centre.

"Call centres cannot contain our fast-growing consumer base and their needs. We stopped sales at the centres four months ago and we will cease call centre services by March 2012," he said after opening AirAsia Travel and Service Centre at the KL City Walk, near Kuala Lumpur City Centre.

Fernandes said the call centres received many prank calls and "hate" calls, mostly complaining on the frills-free airline's services. The centres were set up for airfare ticket sales.
The low-cost carrier also has call centres in Indonesia, India, Thailand and China.

"The call centres in Indonesia and Thailand have been asked to submit a report whether there is a need for call centre services.

"However), we will maintain call centre services in China and India due to the absence of an AirAsia base there.

"Call centres are traditional methods the people in the two countries are used to," AirAsia's commercial director, Jasmine Lee, said.

She said though operational cost savings from call centres closure was not significant, the amount can be used to upgrade human capital and boost marketing promotions.
-- BERNAMA

wa so lean ar? all now online help sigh