IndiGo opens first international call centre in Guangzhou


PTI, Jan 12, 2020, 1:07 PM IST

New Delhi: To tap the booming Chinese market, IndiGo airlines has opened its first international call centre comprising six employees at Guangzhou in China to cater to queries from passengers that speak in Cantonese, Mandarin and English.

The Guangzhou call centre was started around the same time the low-cost carrier started its flight operations between India and China in September last year. Currently, IndiGo operates a daily flight on Delhi-Chengdu route as well as on Kolkata-Guangzhou route.

“We shortly will be announcing a third service (flight) to China, which will commence within the first half of 2020. China is a market of great potential in our view, and we will continue to look for ways to expand our presence there,” Willy Boulter, Chief Commercial Officer, IndiGo told PTI.

To address the “uniqueness and potential” of the Chinese market, and to mitigate the “language barrier” for Chinese passengers who cannot speak in Hindi or English, IndiGo started a 24X7 call centre in Guangzhou in mid-September with six staff members, said Boulter.

All six staff members are non-Indian and are fluent in two local languages – Cantonese and Mandarin – noted Boulter.

“Also, the executives in China call centre can speak English, so if any customer travelling from India needs help in China, he or she can reach out to our call centre,” he added.

At present, India hosts only around 3.5 lakh out of total 50 lakh Chinese international travellers. The Indian government has been trying to get a larger share of Chinese tourists.

When asked what kind of customer base is being addressed by the Guangzhou call centre, Boulter said that it is a mix of travellers with 50 per cent of them speaking Cantonese, 45 per cent in English and five per cent in Mandarin.

He added that Guangzhou call centre deals anywhere between 50 and 100 queries per day.

The Chinese international air traffic is experiencing rapid growth, driven by aggressive expansion from Chinese airlines.

The number of Chinese airlines operating international services has grown from 15 to 29 between 2016 and 2019, according to a report by aviation consultancy CAPA in March last year.

IndiGo, India’s largest airline, currently has three 24×7 call centres in India – Pune, Gurgaon and Chennai – with around 1000 staff members in them.

“The service levels at IndiGo on a normal day is 98% which means out of 100 calls, 98 are promptly responded,” Boulter said.

Talking about IndiGo call-centres, Boulter said, “It is strategically located across 3 varied geographical areas (in India) that helps us to mitigate challenges with regards to manpower; climatic conditions etc…The call centre caters to all kind of queries, pre and post-travel.

Udayavani is now on Telegram. Click here to join our channel and stay updated with the latest news.

Top News

Bajrang Dal creates ruckus on web series set; MP minister says makers must inform about objectionable content

PM Modi launches Ayushman Bharat Health Infrastructure Mission

Vijayapura honour killing: Body of missing youth found; Manhunt launched to nab girl’s family

Rajinikanth receives Dada Saheb Phalke award, dedicates honour to guru K Balachander

Impartial audit essential for resilient economy: Das

Girl offers to donate her savings to Karnataka Chief Minister in order to patch potholes

Bengaluru: Mother, 1-year-old son killed in road mishap

Related Articles More

Impartial audit essential for resilient economy: Das

Sensex drops over 100 points in early trade; Nifty slips below 18,100

Reliance Industries shares jump nearly 3 pc after earnings

Zoho to start company for R&D to focus on critical know-how in manufacturing sector

FPIs remain net sellers in Oct, pull out Rs 3,825 cr

MUST WATCH

Gas Leakage at Noojibalthila School

Teacher Absent when School Reopen

School Reopen at Kajaraguttu primary school

grand welcome for school students at Kaup

Petrol theft from bike in Dandeli


Latest Additions

Bajrang Dal creates ruckus on web series set; MP minister says makers must inform about objectionable content

Laptops to 45,313 SC/ST students under Vidyakiranam project: Kerala CM

Kadaba: Gas leak catches fire; Major mishap averted by staff’s quick action

Madikeri: 55-year-old died of heart attack after India’s defeat against Pakistan in T20 World Cup,

Scuffle between Kashmiri, U.P., Bihar students at Punjab institute after India-Pakistan cricket match

Thanks for visiting Udayavani

You seem to have an Ad Blocker on.
To continue reading, please turn it off or whitelist Udayavani.