Challenge

The customer care program for a leading low-cost European airline was plagued by multiple challenges and struggled to meet growing customer expectations:

• Poor service quality
• Low CSAT scores
• High call abandonment rates

Solution

ResultsCX stepped in to perform root cause analysis of training, QA, and scheduling, and identified several improvement opportunities, including:

• Scheduling for better language coverage
• Streamlining process for escalations
• Conducting real-time QA sessions, with soft skills training and extended coaching
• Providing access to knowledgebase to improve information flow and enable self-service
• Enabling additional support via email