Akbar Travels of India Pvt. Ltd. plans to set up call centres in Pune and Gurgaon dedicated to its regional markets. The Pune call centre will be operational by next month and will be dedicated to its customers in Maharashtra, while the one in Gurgaon will open by December 2011 and cater to the Northern region. Currently, the company has call centres in Mumbai, Kolkata, Kerala, Tamil Nadu, Andhra Pradesh and Gujarat (for Rajasthan and Gujarat).
According to R Kannan, General Manager, Akbar Travels of India Pvt. Ltd, the company aims to provide personalised services to its customers across the country through its call centres in different regions. “India is a multilingual country. If customers’ queries are addressed in their local language, communication is made more comfortable. Since there is no call centre in the North, all queries from that region are handled by the call centre in Mumbai. The call centre in Gurgaon will take care of queries from all the major North Indian states. We are planning to further decentralise the Northern region as well at a later stage. In case the plan for the Gurgaon call centre does not materialise, we shall set up one either at Noida or New Delhi,” he explained, speaking about the insight behind the decision. Speaking about their marketing strategy, Kannan added that the marketing strategy is to create a personal touch with the customers.