Wipro is honored to receive the ‘Outstanding Partner’ award at the Singapore Airlines CEO Service Excellence Awards 2024 for the eighth consecutive year. This recognition is a testament to a partnership that has matured and thrived over sixteen years, emphasizing the steadfast commitment and teamwork at the heart of our partnership.
Wipro delivers essential services including flight reservations, comprehensive customer and technical support, escalation management, and post-flight services, contributing to the smooth operation of Singapore Airlines.
Wipro's support extends globally, including in India and North Asian markets, with multilingual contact center operations in English, Mandarin, Cantonese, Hindi, Tamil, and Korean, enhancing the seamless experience of SIA’s customers worldwide.
Key Achievements:
- With the easing of COVID-19 travel restrictions, Wipro introduced a Disruption Management team to manage a surge in SIA’s call center volumes effectively. The implementation of a 'queue buster' system to prioritize urgent calls, along with a callback option for less urgent inquiries, significantly improved customer satisfaction.
- Notably, SIA has reported improvements in key metrics like telephone service factor (TSF), customer satisfaction (CSAT), and first contact resolution rate (FCR) shortly after the introduction of new language support services, maintaining high service levels consistently.
