Call Center for Airline Industry

Dear Mr. Arshad Mughal,

My name is Saeed Qadri and I own and operate an international customer contact center in Islamabad, Pakistan. Previously I helped establish one of the first international call center in Islamabad. We have experience of setting up and executing call center projects. In fact we have done telemarketing for LD products, supported directTV, cable and wireless etc quiet successfully. Currently we provide services to some leading store chains and retail outlets.

Recently we have been approached by a local Air line to setup and execute their call center.

Some ideas that I can throw are as follows:

1) Obviously inbound support for air line. Resolving ticketing issues by tapping into the IATA databases. There are a lot of people who are trained in airline ticketing and this can be helpful.

2) A support desk for IT tasks for the Air line. They can issue problem tickets, escalate it to engineers. Primarily providing level-1 tech support.

3) Running loyalty programs. Customer win back programs and announcing new rates/incentives/ routes etc can be out bound services. Air line industry desperately needs to increase/attract new travelers and this can be something they can be really interested in. Plus they already have comprehensive information on their customers and at times their competitor’s customers.

I hope that you are successful in your venture and may ALLAH help us all.

Please let me know if you need more information.

Best Regards
Saeed Qadri

Dear Saeed Qadri,

Thanks for your detailed reply. I would like to contact you for some more details and iptions. How can I reach you? Please let me know.

regards,
Arshad Mughal

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We are confusing so many things in here. Call center rates in Pakistan are already lower than India, and two the IPLC rates are actually a bit lower than India again.

If you are puting trunks!! then you should rethink the whole technology architecture.

PTCL’s monoply should go; but I have setup three centers with the same infrastructure provided by PTCL ; and it is actually not that bad.

I would suggest to all who are puting up centers in Pakistan to do their homework right.

Government is blessing the outsourcing business in numerous ways…

Let me know if you need info…

Regards

Saeed Qadri

ansar iqbal

well said, i was last three weeks in pakistan, have met every entreprenure individually, can share some information, if you like. Overall I can say, yes there are very serious entreprenures in Pakistan anxious to enter this market, no question about potential there, but we have to weave through to get to reality.

Met government officials at highest level, for the first time i got the impression that they are equally keen to bless this industry. People like you, need to make a committed move to make a difference now, we have only 18 month window of opportunity for pakistan, significant buisness can move to pakistan, other wise it will find another destination if we expats remain on the side lines just watching like last 6-8 years. I must say here that i have met more resistance from pakistani expats to move an operation to pakistan than any american or an indian expat.

My suggestion is to make a trip, see every one, look at their positives first, try to mitigate the negatives, which is all possible and tehre you have what you need.

thanks

malik

Thank you for the note. sure we can share some information that we have, i shall be back in US on 3/25 and ccan communicate further.

thanks

malik

You got that right Asad.

We also want to invest in our parent’s country, but unlike the numerous stories we hear of every uncle who invested in Pak being ripped off by the locals we do not want to suffer the same fate.

Hence us working on the assummption that we will have to rely on ourselves for everything to importing the routers, pc hardware to having muliple connections for connectivity.

Not to mention the issue of bribery.

We do not want to become a fresh generation who are seen as a new source to rip off.

This short sighted view by many Pakistanis adversley hinders the economy in the long term as people become very relectant to invest.

I am sure we have all witnessed this short sightedness which exists every where but more so in countries like Pakistan/india etc

There are some good people there you just got to find them from all the timewasters that you get also.

I would suggest that all the top layer of management is British, with locals being promoted when they have proven themselves.

I apologise in advance if this view is not very digestable but my interest is in the longterm, minimising risks where possible.

Wish you the best of luck. Hope we can make it work and play a part in making the country prosper in a sustainable way, and competing effectivly with neighbouring countries such as india