The GCIC underwent a major reform in 2014, expanding its
interaction scope with customers from call handling to an omni-channel
interaction leveraging multiple channels including social media.
Regarding the addition of these languages, Ethiopian
Airlines Group CEO Mesfin Tasew said, “We are excited to further expand the
services of our globally acclaimed customer interaction center using Arabic and
French as additional international languages for handling the queries of our
customers. The addition of these languages is a game changer, as it will enable
us to cater to our customers with their preferred languages.
It will also increase our customer reach to locations where
these languages are spoken predominantly. Offering the services of our GCIC in
multiple international languages also proves our commitment and relentless
efforts to elevate customers’ experience.”
The GCIC currently operates 24/7 with its state-of-the-art
technology catering to all its customers worldwide from its brand-new
multi-floor building located within the headquarters of Ethiopian Airlines
Group. The center has received the ‘World Class Contact Center’ accolade from
Snapshotz, an internationally recognised certifying body for customer service
delivery.
It won the certificate after onsite completion of
Snapshotz’s audit process and probing over 800 data points.