Etihad Airways has received a top honour at the Customer Contact Association, CCA, Global Excellence Awards 2014 for the implementation of its world-class employee training programme at the Manchester Contact Centre.
The airline was selected as winner of the ‘Most Effective Contact Centre Training Programme’ award at a gala ceremony in Edinburgh for its New Hire Induction Training programme, which was hailed by the CCA’s independent panel of judges for “making a difference to Etihad Airways’ employee development and contributing to the successful provision of excellent customer service”.
The specialist programme, which has also been implemented successfully at Etihad Airways’ contact centres in Abu Dhabi and Al Ain, equips new employees with the skills and knowledge needed to deliver the airline’s renowned service levels to all customers.
Peter Baumgartner, Chief Commercial Officer of Etihad Airways, said, “Etihad Airways’ global contact centres handle over three million calls each year and through the use of state-of-the-art technology and highly skilled employees, we provide our customers with top quality, multilingual assistance at all times. It is an honour to receive this accolade for our New Hire Induction Training programme in Manchester, where our team answers calls from 23 countries in 14 languages.
Ray Gammell, Chief People and Performance Officer of Etihad Airways, said, “We are delighted to receive this award, which recognises our commitment to driving the airline’s continued success through the development of its people. Key to the success of this training programme is the effective partnership and collaboration between the learning and development team and the contact centre team, which reflects the Winning Behaviours philosophy at Etihad Airways.
Source : WAM News Agency for United Arab Emirates
