AirAsia enhances Customer Support with Scicom Partnership

AirAsia has partnered Scicom to establish a world-class, state-of-the-art contact centre to service the low cost carrier’s customers from all around the world.

Located in the heart of Kuala Lumpur, the equal-partnership joint venture company is known as Asian Contact Centres.

Asian Contact Centres serves AirAsia’s customers from Malaysia, Singapore, Thailand, Indonesia, China, Australia and the United Kingdom. Operations will soon expand to serve customers in Japan, Korea, the Philippines, the Middle East and India.

AirAsia Group CEO Dato’ Sri Tony Fernandes said, “With Scicom’s multiple contact centres in Asia, serving customers and clients from over 40 countries and in over 40 languages, we are confident that Asian Contact Centres Sdn Bhd is able to meet AirAsia’s guest expectations and ensure their booking needs, and enquiries are efficiently attended to regionally.”

The new contact centre consolidates all of AirAsia’s customer contact requirements – providing the necessary technical, operational and strategic direction for the delivery of a comprehensive quality customer care service.

The centre is currently staffed to manage over 5 million transactions a year in English, Bahasa Malaysia, Thai, Mandarin, Cantonese and Bahasa Indonesia.

Asian Contact Centres expects to increase its resources and delivery capabilities in line with AirAsia’s expansion plans. It also expects to expand on this platform of competence to attract new business opportunities within the AirAsia Group; its associated companies and external parties both in Malaysia and abroad.

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