Sutherland Global Services chosen to set up customer center for low-cost airline

MANILA, Philippines - AirAsia, the leading and largest low-cost carrier in Asia, has appointed Sutherland Global Services to establish a world-class customer center to service important guests from the growing Indian market. Sutherland will provide these services from their state-of-the-art center in Chennai.

Sutherland Global Services officially launched its services for AirAsia’s guests in India on July 21. Dato’ Sri Dr. Tony Fernandes, AirAsia’s Group CEO said, “This is indeed a global partnership of two leading corporations and we are very pleased with this collaboration. We found a partner to support AirAsia’s end-to-end need for integrating our business processes. With Sutherland’s 25-year track record and their domain expertise and business process knowledge in the airline industry, we are confident that Sutherland will be able to ensure AirAsia’s guests the very best customer experience.”  

Sutherland Global Services is expected to cater to over 100,000 customer interactions per month during the initial phase of the engagement. The customer service center will allow guests who intend to fly or are flying on AirAsia the ability to contact them on AirAsia’s flight bookings and other related inquiries. Guests from India have the option to speak to a Sutherland representative in English, Hindi and all other major Indian languages.

Dilip Vellodi, chairman and CEO of Sutherland Global Services, said, “We are truly excited to partner with AirAsia, a leader in the airline industry, to service their growing network in the ASEAN region. Our innovative platform-based services and our experience in managing customer interactions, particularly in the travel industry, will ensure that AirAsia’s guests will experience best-in-class service from our global delivery facility in Chennai.”

Sutherland Global Services was founded in 1986 as a global BPO and Technology Enabled services company offering an integrated set of back-office and customer-facing front-office services that support the entire customer lifecycle. It is one of the largest, independent global BPO companies. Headquartered in the United States, Sutherland employs over 29,000 professionals and has 31 global delivery centers in the Philippines, Canada, Bulgaria, Egypt, India, Mexico, the United Arab Emirates, the United Kingdom, and the United States.

In the Philippines, Sutherland set up its first facility in mid 2005 and has now expanded to six locations in the country with over 10,000 employees providing integrated BPO services to the company’s Fortune 1000 Global clients. Sutherland’s expansion in the Philippines has been fuelled by continued growth in the company’s existing outsourcing engagements as well as the addition of several new clients.

For more information, visit www.sutherlandglobal.com.