HAVING TORTURED ALL of South Africa’s other local airlines, I thought it opportune to turn my attention to 1Time, the airline that promises “More Nice Less Price”. First impressions were very favourable, as the line was answered in about two rings. In fact, I didn’t even have time to start the stopwatch before I was speaking to a real live person.
Once I’d got over that shock I asked for prices for a flight to Port Elizabeth and back last weekend. The information was supplied exceedingly quickly and, apart from one small slip on the return date, was perfect. All in all I had everything I needed in a minute or so, probably a new record.
If that’s representative of the overall level of service at 1Time, then I’m very impressed. The agent was well spoken and clearly knew what he was doing.
There are lessons here for many other call centres, first of which is employ the right people. The second is that unless you really need an interactive voice response system, then don’t use it. All too often companies put those systems in place just to keep customers busy while they wait for an agent to become available – and in my book that’s just sneaky.