Symphony BPO Solutions to Improve Tiger Airways Call Centres

Tiger Airways Singapore has reached an agreement with Symphony BPO Solutions Sdn Bhd to provide improved call centre services in phases after 15 April 2010.

With this new agreement, customer calls will be handled by twice the number of agents, once recruitment and training of agents are completed within a few months. In addition, call centre operation hours will be extended. In some cases, they will be doubled from 9 hours to 18 hours daily. Customers calling from Hong Kong, Indonesia and Malaysia will also enjoy the convenience of new local hotlines, which are handled by agents who speak the local language in addition to English.

 “We are pleased to partner with Symphony BPO Solutions as they have established efficiencies and a strong track record in providing call centre services. Once the transition has been completed and the new call centre improvements are in place, we look forward to improving our customers’ experience, particularly in terms of call waiting time,” said Rosalynn Tay, Managing Director, Tiger Airways Singapore. “This is the latest initiative by our Customer Task Force to improve customer satisfaction. We have achieved it while keeping costs low, so that passengers can continue to fly on the lowest possible fares with Tiger Airways.”

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