The key deliverables within our Customer Contact Centre are to engineer growth by driving revenue through loyalty and advocacy with IAG Loyalty customers and supporting their journey through their communication channel of choice.
We are proud to deliver value, loyalty and engagement to all customers, employees, and the business.
Contact Centre Agents
The Customer Contact Centre is home to our Sales, Customer Service and Multichannel departments assuming responsibility for all voice, online, email and webchat customer contacts for the global IAG Loyalty customer base.
Our agents book amazing experiences for our customers and add value by promoting our partners and suggesting new products and ways of collecting and spending Avios.
Contact Centre Management
Our Customer Contact Centre Team Managers are focused on supporting our agents to deliver exceptional customer service and create outstanding travel opportunities for our customers. They inspire their teams to operate at the highest standard, offering a superb service both internally and externally.
Our Team Managers provide real time support for customer transactions helping their agents achieve and exceed their potential.
The Contact Centre Support Teams consist of Planning & Operations, Project Integration, and Business Support. All are fundamental to the mechanics of the Contact Centre. With a focus on managing staff schedules and customer and airline disruption, they are also responsible for operational budgets and planning.