BA's customers can find up to date travel information on the web
British Airways (BA) has cut 300,000 calls from its contact centre by adding a function on its web site to inform customers of travel restrictions.
The system allows BA to provide online information within an hour of receiving details from the Department for Transport.
“Our goal is to limit confusion,” said BA.com email consultant for database and operations Claire Barlow.
“Having had 1.5 million hits related to baggage restrictions on one day, the system saved our contact centre from a meltdown situation by deflecting more than 100,000 additional phone calls,” said Barlow.
The software was provided by RightNow Technologies.
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