SIA to outsource call centre services

Singapore Airlines is to outsource some of its reservations call centre functions in four countries - Australia, New Zealand, United States and Canada.The company is also 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 provider’s 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.

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Remaining staff, for whom suitable alternative employment cannot be found, will be offered retrenchment benefits by the airline.
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