Qantas Airways to set up Reservation Call Centre hub in Brisbane.

(dated 20 December 1997 by Niels Kjellerup editor & senior partner Resource International).

Major Australian Airline, Qantas, yesterday announced a deal struck with the Queensland Government to expand its Reservations Call Centre in Brisbane. The New Reservation Sales Call Centre will be up and running by April 1998 in 313 Adelaide Street.

From employing 130 people, the new sales Call Centre is expected to increase to 387 full time employees. The new centre will become the Call Hub in Australia as part of Qantas’ International Reservation Sales Network.

This announcement comes on top of the recent successful tender by Avaya, former Lucent Technology to replace existing switches in Australia with Lucent Definity ACDs, which makes sense in view of the fact that Qantas already operates on Lucent ACDs in Tucson, Hong Kong, Bangkok and London.

(Global Reservation Sales Manager Mike Annandale who is the architect of the Qantas World Wide reservation sales network is due to retire on February 6th 98. Mike has been retained by IBM Australia to set up 2 Call Centres, one in Australia and one in Asia).

The new Reservation Policy represents a great achievement by National Reservation Manager Phil Ashley and is a vindication of Brisbane Reservation Manager Steve Killalea who has long be known to run one of the most cost-efficient and sales orientated Call Centres in Australia.

Where the two Sydney centres and the one in Melbourne has seen a high turnover of senior Call Centre Managers in 97 the stability & effectiveness of the Qantas Brisbane Sales Centre has caught the eye.

This also heralds a great achievement by the Queensland Governments policy to establish Brisbane as an Asia Pacific Call Centre location. Without a thriving Call Centre Industry in place it gets difficult to attract the highly skilled managers needed to run International Call Centres.

The past year has seen the establishment of large Call Centres in Brisbane by FAI, DHL, Westpac, Commonwealth Bank, Energex & not least, the successful Brisbane City Council 24-hour a day Call Centre .

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