News

Malaysia Airlines takes the pain out of waiting

19 Feb 2010

Malaysia Airlines has introduced MH Callback Assist, an intelligent queue management system.

If a customer’s expected waiting time is more than two minutes, the system will announce the estimated waiting time, providing the customer an option to leave his contact details for a call back or continue holding on the line.

If the caller opts to leave his contact details, the system will automatically do a callback when his turn is up without the customer losing his position in the queue.

On average, Malaysia Airlines’ call centre receives up to 6,000 calls daily but during ticket promotions, up to 9,000 calls can be expected. The facility operates round the clock and can be reached at 1300-88-3000 within Malaysia or 603 7843 3000 for callers outside the country.

For more, visit www.malaysiaairlines.com

Margie T Logarta

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