Singapore Airlines will outsource some of its reservations call centre functions in four countries - Australia, New Zealand, United States and Canada, and is considering doing so in a fifth - the United Kingdom - with an aim to streamline operations, and increase the service to 24 x 7 coverage in those markets.

The proposal, after much consideration, is consistent with Singapore Airlines' objective to improve productivity and efficiency by being more cost-effective in the provision of services to customers.

With outsourcing, Singapore Airlines can leverage the service provider's expertise and economies of scale to achieve greater efficiency in reservations processes.

It will also allow the Airline access to leading-edge technology of professional call centres, while providing a 24x7 service to more customers globally.

Singapore Airlines has begun discussions with a service provider, WIPRO Limited, to take over the functions, which include reservations services and related back-end functions, within the year.

The proposal is likely to result in staff changes. Some staff will need to be retained in the restructured unit, while others may be offered alternative positions within the Airline for which they are suitably qualified.

Remaining staff, for whom suitable alternative employment cannot be found, will be offered retrenchment benefits. The process will be conducted in accordance with local employment regulations.

Should Singapore Airlines proceed to contract, the initiative is expected to generate cost savings on in-scope services currently, ensuring the Airline remains cost-efficient in a globally competitive market.