Etihad Airways’ Al Ain contact centre lands top honours at the Middle East Insights Awards

Etihad Airways’ Al Ain contact centre, exclusively managed and operated by female UAE nationals, won the Best Call Centre Facilities and the Best Quality of Submission Awards at the annual Insights Middle East Call Centre Award ceremony held last night in Dubai.

Peter Baumgartner, Etihad Airways’ Chief Commercial Officer, said: “We are exceptionally proud of our Al Ain contact centre. To see it recognised at the Insights Middle East Awards is a strong endorsement of our contact centre strategy, great satisfaction and a tremendous honour, especially for the skilled Emirati ladies working in Al Ain.

“Supported by a robust recruitment and training strategy and a rigorous performance management framework, the centre is currently hitting all its targets. We have achieved and exceeded our service levels in just 13 months of live operation. I would like to congratulate our Emirati workforce for their remarkable achievement.” 

“The cornerstone of Etihad Airways is our guests and we are dedicated to offering them an inspired travel experience starting from planning and booking their flights up until they reach their destination. The recognition of the Al Ain contact centre is another testament to the commitment we have made to our guests.”

The Al Ain contact centre which began operations in February 2011 is the first international contact centre in Al Ain. It is also unique for being exclusively managed and operated by Emirati ladies.

The centre is open 12 hours a day, seven days a week in state-of-the-art purpose built premises on the campus of Abu Dhabi University. The business environment promotes a highly motivated and productive workforce who receive up to 62,000 calls a month.

The Al Ain centre was designed to support its female-only structure. It now employs over 180 UAE national women and supports them in developing their careers, while maintaining a sustainable work and home life balance.

Along with the Al Ain contact centre and the Abu Dhabi centre, Etihad Airways also has contact centres in Manchester and Mumbai.