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SAA outsourcing call centres

7 Nov 2008

SAA (South African Airways)are outsourcing their call centres (including Voyager and reservations), in an attempt to improve their services. The letter does not say who the partner will be for the outsourcing, and it seems things will get worse before they get better, as a result of teething problems with the outsourcing. With all the bad publicity they've been getting lately, I hope this results in a better customer experience.

"Dear Valued SAA customer

We would like to inform you that South African Airways (SAA) will be outsourcing its call centres, with the intention of improving productivity, efficiencies and ultimately the service offered to you, our valued customer. 

As SAA's reservations and Voyager call centres are part of this process, you may experience some delays with queries relating to reservations and the loyalty programme as the airline continues its discussions with labour on implementation.

We ask for your understanding and support during this transitional phase and assure you of our commitment to provide you with the most effective service possible.

In order to ease the impact it may have on our service to you, contingency plans are in the process of being implemented.

I sincerely thank you for your continued loyalty and trust that you will appreciate the benefits of this development once implemented. We will keep you briefed on any further developments regarding this process.

Kind Regards,

Nomvula Nkabinde
SAA General Manager: Sales and Marketing

Prof GJ Gerwel* (Chairman) Dr K Ngqula (President and Chief Executive) PG Joubert* LM Mojela* A Ngwezi* Adv F Du Plessis*
Dr N Moyo* Prof J Schrempp* M Kalyan B Modise* M Whitehouse*

* Non Executive 1 Zimbabwean 2 German
Thelma Melk (Company Secretary) "

boarding an SAA flight

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Category : South African Airways

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