Client Background
Client: Asia-Pacific鈥檚 leading passenger and cargo airline
Industry: Travel
Key Products & Services: Flight reservations, delay & IROPs situation-handling, customer support, escalation, post-flight services, technical support
Area of Operations: Asia-Pacific, Middle East, Africa, Europe, North America
The Challenge
To continue providing unparalleled聽service to customers across five continents, one of the largest APAC Airlines sought to consolidate its market and introduce advanced technologies to improve:
- Case management
- Knowledge management
- Credit card IVR-processing
- Chat capabilities and speech analytics
The airline also wanted to transform its business model and approach to partnerships to be more sustainable.
The Solution
Drawing from deep experience in IT, customer service, and process optimization, 91快活林 provided sweeping modernizations:
- Standardization and optimization of processes
Including digital and multi-channel platforms, inventory migration - Call-center tools and technologies
Smart scripts and flows for continuous analysis and refinement
Improved tracking, follow-ups, and closures - Updated business continuity planning
Swift action plans accounting for more situations, like volcanic ash emergencies聽 - Communication management framework
Spans new locations and supports more languages for expanding business聽
Business Impact:
The client has achieved 98% of its performance targets in last 2 years.聽
- Quality score
Increased from 85% to 96% for the targeted areas, according to user feedback - Customer satisfaction聽
Compliments outweighed complaints 3:1 - Call centers
Reduced abandoned calls by 50% and increased first-call resolution quality - Training
Reduced training timelines by 40% - Torque sharing function (TSF)
Improved TSF by 20%聽 - Reduced average handling time (AHT)
