Chun-Zhi Zhang said that the new call center system greatly enhanced the quality of customer service of Air China.

Customers need thoughtful, caring service, call center needs efficient, intelligent systems. In 2008 Beijing Olympics approaching, Air China as tourists from around the world prepared a set of hardcover version of the call center system.

Take the regular Air China (hereinafter referred to Air) flight passengers were pleasantly surprised to find that, most recently in Air China flight appeared on the Olympic Fuwa, and the sale of aircraft models.

Not only that, with Air China from Beijing to Sao Paulo, Brazil, to sail the route, many international passengers in transit at the Beijing six hours, Air China will also enjoy the enthusiasm of Beijing Railway Station, and in a short time Tour Beijing The scenic spots, including the route by car to visit Tiananmen Square, visit the Great Wall, eating roast duck……

As the Beijing 2008 Olympic Games air passenger partners, Air China, through their design services products and services to customers worldwide. According to the market, general manager of Air China, Air China Olympic Committee Secretary-General Chun-Zhi Zhang, the Olympic marketing strategy also includes "Olympic package." According to reliable data projections, in August 2008 during the match, the passenger traffic in Beijing will reach 2.6 million to 2.7 million, of which international visitors will account for 550,000.

In addition, Air China also received permission to the organizers of the event ticket distribution rights, including the Match tickets will be introduced, such as hotel accommodation services, package, to attract more visitors, thus accelerating the growth of business. It is understood that all the new services products through the 4008 Air hotline to achieve marketing. As many tourists are the first contact by telephone to the Air, 4008 hotline has also been cordial known as the Air China spokesman.

4008 platform is the support hotline in August 2006 Air China built a large call center system. Chun-Zhi Zhang said that the current call center has adopted the Avaya intelligent communications programmes, not only a substantial increase in sales revenue, but also in customer service level has also increased significantly. Clearly, improving customer service based on the communication system can also become commercial enterprises to obtain the key to success means.

It is understood that since the implementation of Avaya customer service center technology platform, the Air telephone sales service centre in the same period last year on revenue growth of close to 300 percent, while Air telephone sales service centre in the smart call center is fully replaced the former Air telephone reservations Centre.

After the new system, no matter where customers call, the phone can seamlessly access to the most appropriate solution to the problem of marketing services office, from customers to Air in Beijing, Shanghai and Chengdu, more than 300 sales representatives Get timely and personalized services such as booking, business consulting, upgrades postponed, high-end passenger services, the customer service, team services, such as comments and suggestions accepted. Sales service representatives can now call in to see visitors during the basic information and historical records of activities, so they can more easily, more convenient to deal with the problem, which services customers. Air telephone sales service, Senior Manager Huang Feng also said: "The new system will enable us to a more intelligent approach to the inquiry, completed ticketing service, it greatly improved our ability to telephone sales service."

To May 2008 to lift all paper tickets, to better serve the 2008 Olympic Games and promote the continuous development of Air China, Air call center will continue to expand the new system, implementation of more applications, better communications systems and back-office business application integration .

At present, Air telephone sales service centres will soon move into and around Beijing's Capital International Airport Air China's new site. By the end of 2007, the number of aircraft sales service representatives are expected to exceed 400 people. February of this year, Air China has been in Europe 21 countries in eight languages to establish a call center, the next step they will be in North America, Japan and South Korea and China Southern China and other regions to establish call centers, all-round guarantee for the 2008 Olympic Games in Beijing Held.