Air Pacific Outsources Telephone Reservations Services

Air Pacific and Pacific Sun will outsource their telephone reservations services to Mindpearl, an independently owned global contact center specialist.  It will be effective November 1, 2009.

Air Pacific’s current telephone reservations centers in New Zealand, Australia, and Fiji will close and all reservations calls from those countries will be routed to Mindpearl’s 24/7 call center in Suva.  Subsequently, calls from other points in the South Pacific will cutover.  In 2010, when the current North American call center contract expires, calls from North America will be routed to Mindpearl in Fiji.

The new call center will provide Air Pacific and Pacific Sun customers 24/7 access to make new reservations, ticket purchases, queries on travel, and alterations to bookings.  This will provide greatly enhanced service levels for customers in Fiji and improved services across all Air Pacific destinations.  Currently, call center services are limited from 8:00 AM to 10 PM each day.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]