Airline Aurigny's call centre moved from in-house to Fiji
Guernsey airline Aurigny has moved its call centre to Fiji, it has confirmed.The States-owned carrier said specialist airline call centre company MindPearl had been operating on the airline's behalf since January.It said changing its call response team from in-house to the Fijian company was working to "improve the quality of service" and reduced costs which would "keep air fares lower for islanders".An Aurigny spokesperson added that its in-house call response staff had been moved into other areas of the firm's customer service facilities.
Aurigny's acting customer experience head Clive Action said since the call centre had been moved there had been a 90% reduction in call waiting times.He said: "We understand our community values hearing a familiar voice on the end of the line. "However, we also know that what matters most in those moments is getting through to someone who can help as quickly as possible."It's a change that allows us to serve islanders here at home better."
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