Tuesday, November 1 2005 12:00 Hrs (IST) - World Time -

Bangalore: Air Deccan, India's first low cost carrier yesterday (Oct 31, 2005) announced the opening of its new call centre. The airline began operations 2 years ago with 1 aircraft and 500 calls hitting the call centre everyday.

Yesterday this number shot up to 25,000, while on peak days with an average of 12,000 per day.

This new state-of-the-art call centre which has been designed in keeping with the aggressive expansion plans of the airline will be able to handle 25,000 calls per day, which is double of what was being handled previously.

There are basically three key functions of the call centre namely enquiries, bookings and cancellations.

Air Deccan aims to simplify these functionalities so as to make each process more convenient and easily accessible for the passenger.

The new call centre has a host of new facilities, which will make all procedures much simpler for passengers. The previous call centre was a 60 seater, whereas the new one can accommodate 105 agents at one time enhancing the handling capacity several times.

The booking engine has been integrated with the universal Airlines Reservation Maintenance Software so as to provide real time information about flight schedules, arrivals, departures etc to callers instantly with minimal delay.

All the equipment and hardware has been provided by Concerto along with software integration from Wipro. Concerto has provided this platform for several other call centers of companies like Polaris, Wipro Spectramind, IBM, Daksh etc.

The telephone lines have been set-up by Reliance, Bharti and BSNL.