Manama, Bahrain Airport Company (BAC) said it has signed a contract for the operation of Bahrain International Airport (BIA)'s call centre with Silah Gulf, a specialist in customer management and contact centre services.
A team of highly qualified, bilingual agents will replace the current Interactive Voice Response (IVR) system, addressing public enquiries regarding flight information, airport facilities, and the various airport services.
In addition to the call centre, Silah Gulf will be responsible for BIA's public announcement (PA) system and updates to the Flight Information Display System, which relays flight status details to passengers. BAC Chief Executive Officer, Mohamed Yousef Al Binfalah and Silah Gulf Chairman Mohamed Al Qaed signed the one-year agreement in the presence of representatives from both companies.
Al Binfalah said: "We look forward to working with our new call centre partner Silah Gulf to elevate one of the airport's essential customer services in line with BAC's strategy to focus on our customers' satisfaction. The call centre and its effective operation will play a significant role in helping to achieve these important objectives. We are confident that our customers will appreciate the immediate improvements in the call center services as a result of Silah Gulf's exceptional experience and level of service.
Al Qaed said: "With substantial investment in advanced infrastructure and a fundamental understanding of the company's business, Silah Gulf � a brainchild of the Bahrain Economic Vision 2030 � is looking forward to this strategic partnership. As BAC's integrated customer experience solution provider, we aim to implement best international practices to deliver a world class service offering."
BAC provides assistance to all travellers wishing to inquire about the status of flights departing or arriving in the Kingdom. BIA's call centre is a free-of-charge local and international service and can be reached at any time on 8000 7777.
Source: Bahrain News Agency