For its steadily improving performance that continues to meet the ever-increasing expectations and demands of the customers, the Garuda Indonesia Call Center has once again received the Call Center Award for the airline category, with the classification "Good". The Call Center Award was presented by the CEO of Care Center for Customer Satisfaction & Loyalty, Yuliana Agung, to Garuda Indonesia's EVP for corporate Strategy & IT, Elisa Lumbantoruan, on 12 March at the Ritz Carlton Hotel, Jakarta. The award was presented by Care-Center for Customer Satisfaction & Loyalty in cooperation with marketing magazine. This is the fourth consecutive time since 2005 that Garuda Indonesia has received the award.
The rankings for granting the Call Center Award were based on the Call Center Service Excellence Index (CCSEI 2008), derived from direct observation of its performance during the second half of 2007. The measurements were done based on actual experience using Care-CCSL's standard mystery callers.
The call center' performance was assessed on three dimensions: Access, System & Procedure and People, Service Contact Access includes three KPI (Key Performance Indicator) attributs; accessibility, availability, and connection speed.
Through this success in retaining the Call Center Award for four consecutive years, Garuda Indonesia has again proven its genuine commitment to continuous innovation and improvement, to balance the never-ending acceleration in customers' expectations.
The Garuda Call Center was inaugurated on 11 October 2001 in response to the increasingly fierce competitions in the aviation industry and the steadily increasing expectations of the users of Garuda's products and services.
The Garuda Call Center is an integrated one-stop communication service aimed at providing convenience for the users of Garuda Indonesia's services in making reservations, conducting transaction, and obtaining information related to all Garuda Indonesia 's products and services.
Through telephone numbers 0804-1-807-807 and 021-2351 9999, the Garuda Call Center provides 24 hours non-stop service to Garuda Indonesia customers throughout Indonesia who require Garuda Indonesia services such as seat and meal reservations, price information, GFF member mileage information, online payment using debit or credit cards, Telephone Check-In, and also cargo services; cargo reservations, dangerous goods, human remains, price information, cargo tracking, cargo uplift by e-mail, and so on.
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