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Singapore Airlines
is to outsource some of its reservations call centre functions in four countries Australia, New Zealand, United States
and Canada, and is considering doing so in a fifth the United Kingdom with an aim to streamline operations, and increase the service
to 24 x 7 coverage in those markets.
With outsourcing, Singapore Airlines
will be able to leverage the service providers expertise and economies of scale
in a hope to achieve greater efficiency in the reservations processes.
It will also allow the
airline access to leading-edge technology of professional call centres, while providing a 24x7 service to more
customers globally.
Singapore Airlines has
already begun discussions with a service provider, WIPRO Limited, to take over the functions, which include reservations
services and related back-end functions, within the year.
The proposal is likely to result in staff changes. Some staff will need to be retained in the restructured unit, while others may be offered
alternative positions within the airline for which they are suitably qualified.
Remaining staff, for whom suitable alternative employment cannot be found, will be offered retrenchment
benefits by the airline.
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