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    Aircosta Call Center Process Training

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    thomas ranjith
    The document outlines the training provided to Air Costa call centre employees from January 2013 to present. It includes an initial 5-day travel professional course covering topics like geography, airlines, travel documents and booking. This was followed by a 2-day call centre module and 1-day programs on customer service excellence, dos and don'ts, and group discussions. Employees also received 2 days of overview on Air Costa departments and 5 days of training on the airline reservation system (AIRS). Ongoing practice sessions used role playing and mock calls to improve call handling skills.

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    Aircosta Call Center Process Training

    Uploaded by

    thomas ranjith
    103 views4 pages
    The document outlines the training provided to Air Costa call centre employees from January 2013 to present. It includes an initial 5-day travel professional course covering topics like geography, airlines, travel documents and booking. This was followed by a 2-day call centre module and 1-day programs on customer service excellence, dos and don'ts, and group discussions. Employees also received 2 days of overview on Air Costa departments and 5 days of training on the airline reservation system (AIRS). Ongoing practice sessions used role playing and mock calls to improve call handling skills.

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    Airline Process

    Original Title

    AIRCOSTA CALL CENTER PROCESS TRAINING

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    The document outlines the training provided to Air Costa call centre employees from January 2013 to present. It includes an initial 5-day travel professional course covering topics like geography, airlines, travel documents and booking. This was followed by a 2-day call centre module and 1-day programs on customer service excellence, dos and don'ts, and group discussions. Employees also received 2 days of overview on Air Costa departments and 5 days of training on the airline reservation system (AIRS). Ongoing practice sessions used role playing and mock calls to improve call handling skills.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    103 views4 pages

    Aircosta Call Center Process Training

    Uploaded by

    thomas ranjith
    The document outlines the training provided to Air Costa call centre employees from January 2013 to present. It includes an initial 5-day travel professional course covering topics like geography, airlines, travel documents and booking. This was followed by a 2-day call centre module and 1-day programs on customer service excellence, dos and don'ts, and group discussions. Employees also received 2 days of overview on Air Costa departments and 5 days of training on the airline reservation system (AIRS). Ongoing practice sessions used role playing and mock calls to improve call handling skills.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    Call Centre Training for Air Costa from the date joining.

    – 02 Jan 2013 till date

    Pre-process training conducted on Beginners course for travel prof. (IATA


    Contents)(5 Days Programme)
    Topic covered mentioned below:
     Self-Introduction
     Travel Geography.
     Airlines ofthe World & Related Topics.
     Indian Geography.
     National, Private & Low Cost Carriers.
     Travel Glossary.
     Types of Travel Documents.
     Booking Essentials.
     Trainee hand-outs for future reference’s

    Call Centre Training Module(2Day Programme)


    Topics covered mentioned below:
     About Air Costa
     Who is My Customer?
     What is Customer Service?
     Telephone Etiquettes
     Problem solving Techniques
     Do’s & Don’ts in Telephone Etiquettes

    Customer Service Excellence(1 Day Programme)

    Topics covered mentioned below:


     Introduction
     Telephone Etiquettes
     Time Management
     Customer Service
     Difficult Customers
     Personality Development
     Discussions & Questions

    Do’s&Don’ts(1 Day Programme)


    Focus was on the below mentioned topic.

     Customer service is tricky. Customer service representatives have tobe very careful about
    what they say and how they say it. Otherwise, afew misunderstood words can cause a
    customer to misinterpret thesituation and turn what could have been a positive experience
    into avery negative one.
    Group Discussion on the Topics covered (1 Day Programme)

    Air Costa Departmental over view presentation (2 Day Programme)


    Business Units
    Security – BCAS
    Engineering – Aircraft maintenance
    Flight Operations- Schedule updating etc.
    Flight Safety
    Inflight services
    Airport services
    Reservations – Call Centre
    Sales & Marketing
    IT – Maintenance of hardware, Server, IT security.

    Channel of sales:
     RE – Reservations Engine – Call centre, Airport ticketing counter.
     IBE- Internet Booking Engine- Airline web site
     TBE – Travel Agent Booking Engine – IATA Agents & OTA portals etc., Credit updations etc.
     AIRS – Airline Inventory Reservation System
     CRS – Central Reservation System
     GDS – Global Distribution System – SABRE, AMADESU, GALILEO, ABACUS, WORLDSPAN.
     Itinerary
     Schedules

    Soft Skills Agenda – (5 Day Programme)


     Introduction and ICE breakers
     Introduction of Travel Industry
     Telephone Etiquette
     Mock calls and practice on the call script
     Introduction to Customer Services
     Customer Services Skills
     Handling difficult customers
     Handling customers and building a rapport
     Roles Plays
     Active listening skills
     Exercises and Quiz
     Communication Skills
     Role plays and acts (Listening and communication skills)
     Business writing skills
     Work Ethics
     Discipline
     Positive attitude
     Why is it important to retain customers?
     Impact of poor customer services
     Discussions and feed back
     Role plays

    (All the topics had extensive role plays, ice breakers, exercises, & acts)

    AIRS TRAINING:(5 Day Programme)

     RE – Reservations Engine – Call centre, Airport ticketing counter.


     IBE- Internet Booking Engine- Airline web site
     TBE – Travel Agent Booking Engine – IATA Agents & OTA portals etc., Credit updations etc.
     AIRS – Airline Inventory Reservation System
     Flight Application (excluded)
     DCS – Departure Control System (excluded)
     PNR Creation
     PNR Cancelations
     Spilt the PNR
     Mock sessions for PNR creations, cancelation, queries etc.

    Practice sessions (on-going process till date)


     Extensive practise sessions on demo module (AIRS)
     Practise on various types of scenarios –PNR creations, refunds, cancelations, fares, schedules
    etc.
     Mock calls
     One to One sessions
     Group discussions
     Roles plays
     Call handling skills
     JAM Sessions
     Skids on various scenarios
     Handling calls for inbound and outbound on CUBE software
     Trouble shooting etc.

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