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Air Miles, the world’s leading multi-participant loyalty programme, has announced the launch of its Interactive Voice Response (IVR) system which is set to provide members with 24 hour service, 365 days a year.
The system – which has proven to be a highly effective tool in handling high call volumes and improving customer service in businesses worldwide – is set to provide Air Miles members with a more personalised service by identifying each caller and offering a range of self-service options that enable the customer to carry out instant transactions.
Speaking of the range of options the system would provide Fouad El-Qassem, Loyalty Services Director, Air Miles Middle East, said: “Members will be able to select their preferred language, update their personal details, request information via email, redeem rewards or obtain instant account and balance updates. Previously this required a live agent and was less instantaneous.
“Since launching in the region in 2002 we have experienced consistent growth year-on-year which ultimately increased our call volumes and the complexity of our operations. After listening to feedback from our members and undertaking a number of research projects, we felt that an IVD system would be an effective way to improve the efficiency of our call centre operations.”
The application was designed by Altitude Software following a pilot scheme and several months of extensive research aimed at establishing the precise needs of the programmes members.
Fiona Leslie, Air Miles Middle East’s Head of Marketing and PR added: “As a customer-centric company, we are committed to introducing solutions that exceed our members’ expectations. The IVD system seemed like a great way to enhance and improve our levels of service and we are confident that it will prove popular with our members.”
Essentially, it will transform our customers’ overall experience by offering 24 hour access to information and rapid responses to a host of member requirements with minimum complexity.”
Air Miles also offers easy access to members through their interactive website – airmilesme.com, which provides details of the programmes new, and upcoming promotions, a complete list of participants and the facility to redeem online from a portfolio of over 1,000 rewards.
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
