CheapOair.com Acquires State of the Art Call Center
NEW YORK, October 9, 2006
CheapOair.com today announced that, in partnership with its technology partner Fareportal Inc., it has acquired a 26,000 square foot call center. This state of the art call center is equipped with the latest VOIP technology with the capacity to accommodate 950 agents.
The VOIP technology is provided by Inter-Tel, a leader in high-end call center solutions. Seamless, real-time reporting capabilities will allow CheapOair.com to operate 24 hours a day, allowing for over 3,000 calls to be handled daily.
“We have been considering outsourcing our call center to third party companies,” said Dominic John, infrastructure manager at CheapOair.com. “But by operating our own call center, we found we would save 55-60 percent, giving us the opportunity to pass the savings on to the customers who purchase travel through our Web site.”
CheapOair.com has been actively pursuing initiatives to upgrade customer care for its one million customers. The Web site now receives over 85,000 unique visitors per day.
“The new call center will allow us to provide service around the clock to our customers in the United States and Canada,” said Nikunj Dhawan, vice president of operations at CheapOair.com. “As we continue to hire well-trained customer support staff, we will better be able to offer the highest level of customer service.”