It is now easier to access Kenya Airways (KQ) as a result of the largest call center setup in east and central Africa by Wilken. A more robust technology infrastructure provides a call center with a greater potential for efficiency and scalability in its operations. This means that;

• Customer contacts are routed to a group of people, not a specific person.
• Agents are cross-trained to handle a variety of contacts.
• Calls are distributed based on agent availability and/or specific skills.
• Agents have access to information on products, services, the organization's policies and other resources they will need to handle contacts.
• Reports provide managers with information on services provided, number of contacts, service levels and other data, which can be used for forecasting, planning, and process improvements.