Cebu Pacific News Archive

Cebu Pacific expands call center capacity by 67%

In order to keep up with passenger growth volumes, Cebu Pacific (CEB), the country’s low fare leader and leading domestic carrier has upgraded the physical and technical capabilities of its call centers in Manila and Cebu.

“We’ve increased the capacity of our call centers by 67% over the past year and have recently linked our Manila and Cebu call centers so that calls are routed to the first available agent regardless of where the calls are coming from and where the agent is located,” Marvin Cui, CEB director for reservations said.

CEB offers a 24-hour call center service for Manila (70-20-888) and Cebu (230-8888) based guests and receives more than 10,000 calls daily. CEB’s call center also accepts credit card payments for ticket purchases.

“We are constantly upgrading and improving our services in order to address the growing needs of our guests,“ Cui added.

CEB employed an additional 130 agents in 2006 for its Manila and Cebu call centers in order to better serve its rapidly growing customer base. CEB reported a 57% increase in passenger volumes for 2006 vs. 2005.

“CEB is the Philippines’ biggest domestic airline operator in terms of offering the most destinations, routes and flights so it is very important for us to innovate and continue to improve our services, especially with the peak summer season just around the corner.” emphasized Cui.

Now in its 11th year, CEB has the newest fleet in the Philippines, and one of the newest in Asia as it operates 13 brand new Airbus aircraft to its 20 domestic and seven international destinations. The airline awaits the delivery of one more Airbus aircraft in March 2007 to complete its $670 million re-fleeting program.