Aurigny has partnered with an offshore call centre outsourcing partner in Fiji – and moved its local call handlers to other customer service roles within the business in the Bailiwick.
Mindpearl is a specialist call centre provider with experience serving other airlines, including major European airline brands.
Aurigny says it decided to move the call centre because it would improve the quality of service while helping to keep its cost base lower and keep air fares affordable.
The change was made in January, and Aurigny says 94% of calls to Aurigny via the Fiji based centre were answered in an average of 1 minute and 15 seconds.
Aurigny said that compares to a wait time of more than 10 minutes at the end of last year when the calls were handled in-house, suggesting a near 90% reduction in call wait times for most customers.
“We understand our community value 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,” said Clive Acton, Acting Head of Customer Experience at Aurigny.
“By partnering with leaders like Mindpearl, we’re able to do both: offer a faster, more reliable service on the phone while our own core team focuses on customer care and support during times of disruption. It’s a change that allows us to serve islanders here at home better.”