Cebu Pacific taps i-Tech to improve phone call booking

Cebu Pacific (CEB), the leading carrier for the ASEAN, is using a third party, Interactive Technology Solutions, Inc. (i-Tech), for phone call reservations on top of its own call center operations to make booking faster and more convenient.

i-Tech’s services, which started last Aug. 8, 2008, handles CEB’s over five million phone in bookings annually.

Candice Iyog, CEB VP for marketing and product, said “Cebu Pacific’s partnership with i-Tech will increase accessibility to our reservations hotline, where i-Tech’s customer service team will handle passenger concerns.”

Iyog added, “We hope that this partnership will provide our passengers a better experience at the reservations contact point.”

On the other hand, Arlene Aguilar, i-Tech general manager, said “CEB has been a leading innovator in the Philippines aviation sector since its inception in 1996. It has demonstrated its confidence in i-Tech to handle its call center operations and we will not fail them by providing the customer service the public deserves.”

Meanwhile, Marvin Cui, CEB call center and ticketing director, said, “i-Tech will play a pivotal role in the growth of CEB in the local and international markets.”

Calls will be handled by i-Tech in its facilities, aside from the existing CEB’s call center facility, thereby increasing the capacity of entertained calls at any given time, Cui said.

This customer partnership will support the airline’s growth strategy, as well as the growth of the Philippines travel industry

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