NATIONAL airline Fiji Airways will open its own call centre in the heart of the central business district in Suva today.
A statement from the airline was silent about its future business dealings with Mindpearl, the company which has handled all customer queries and reservations since 2009.
The airline said the new call centre, Pacific Centrecom (Fiji) Ltd, would offer customers an unprecedented level of personalised service. It is a joint venture with Australian-Maltese company Centre Com Pacific Propriety Ltd and a subsidiary of the carrier, Pacific Call Comm. Ltd.
About 40 jobs are expected to be created with the opening of the call centre, which will handle all reservations enquiries.
Mindpearl was engaged after then CEO John Campbell closed reservations operations in Australia, NZ and Fiji resulting in the loss of 17 jobs.
At the time, cost cutting and service improvement were cited as reasons for the outsource.
The establishment of its own call centre is part of an continuing process by the airline to improve service delivery and increase efficiency.
