Gulf Air builds call centre

Gulf Air is building a call centre in Oman as it centralises its reservations system and puts technology at the core of its operations. When complete, the centre will manage all bookings that are taken in the Middle East.

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By  Matthew Southwell Published  January 6, 2003

Gulf Air is planning to build a call centre in Oman as it centralises its reservations system and puts technology at the core of its operations. When complete, the centre will manage all bookings that are taken in the Middle East region and act as the nerve centre for the airline.

“The reservations function is essentially the nerve centre of an airline and our proposed centralised reservations system will guarantee an unprecedented level of consistent and professional service delivery as well as convenience for our customers throughout the entire Middle East region,” says James Hogan, president & chief executive of Gulf Air.

The implementation of a pilot centre will begin once negotiations with Oman's telecommunications authorities have been successfully completed. Thereafter, it should become operational within 90 days and eventually employ up to 300 people.

Hogan argues that by basing the call centre in Oman, the airline is not only creating a showpiece for the Sultanate, but also boosting the employment opportunities for nationals within Oman.

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