444 0 THY (849)

Turkish Airlines Call Center, which the airlines’ passenger can reach by phone 24/7/365 at 444 0 THY (849), is taking advantage of the new opportunities offered by technology and providing non-stop service in a team spirit approach.

Almost all the procedures that used to be completed at the airline’s sales offices can now be carried out by call center agent within
20 seconds of your touch-dialing
444 0 849. Introducing sales by telephone, the Call Center took a major step that put it in second place behind the website ‘thy.com’ in sales turnover in just a year. The Turkish Airlines Call Center took first place in the category, ‘Year’s Best Call Center Development with regard to Performance’, in the ‘Istanbul Call Center Awards 2006’. Besides ticket sales, the Call Center, which serves one out of every three passenger flying on Turkish Airlines via telephone, SMS or e-mail, also makes domestic and international reservations, completes Miles&Smiles membership applications (in just one minute), makes changes in schedule, approves stand-by reservations and provides flight information. Further innovations to the airline’s Call Center services, which reached some six million passengers in 2006, are planned in 2007. All these innovations, which afford speed and convenience to passenger, are rising over foundations laid on the latest technology. Following a recent project carried out jointly with the Information Technologies department, an ‘interface’ was developed to facilitate the use of the reservation system. Thanks to this interface, not only has the training time of new agent been drastically reduced, but the time passenger spend on the phone making reservations has also been reduced to a minimum. As a result of all these innovations not only is passenger satisfaction enhanced but Call Center agents are happier and performance improves.