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Regional Airline Carrier

BPO Solution

Regional Airline Carrier

Scicom has extensive experience as a strategic partner for airline clients, providing differentiated multi-lingual and omnichannel services and enhancing the overall customer experience. We have enabled airlines to ramp up customer service levels and create stronger brands to compete effectively in a demanding industry. This expertise comes as a result of 20 years of providing a full spectrum of CX services to airline clients via both digital channels (including social media and more recently also using robotic process automation (RPA)), and through agent-based multilingual voice, chat and email services.

Client

Our client is a regional airline carrier that flies to 114 destinations across 48 countries. Scicom were engaged to provide differentiated omnichannel customer experience to meet the higher expectations of today’s connected passenger. We helped our client reduce staff attrition and improve contact centre productivity to compete effectively in an increasingly challenging industry.

SOLUTIONS PROVIDED
Established a centralised global operation to support customer enquiries, sales, group bookings, refunds, complaints, loyalty programmes and flight disruptions.
Enhanced client's customer interaction management systems from limited channel to multi-channel, and from a multi-platform solution to an omnichannel single platform solution.
Built a state-of-the-art Customer Relationship Management (CRM) system to track customer interactions across all channels
Built a real-time dashboard and instituted universal business intelligence reporting procedures, providing clients with a 360-view of the overall performance of the contact centre
Provided state-of the-art facilities, hosted and operated the disaster recovery (DR) site - The DR site was connected via a P2P link which was used for data synchronisation.
KEY outcomes
Completed ramp up delivered global customer command centre functions. Improved performance SLA’s in the first 6-8 months:
Differentiated customer experience:
Quality assurance and Customer Satisfaction (CSAT) scores exceeded client expectations, and were in the 90 percent range.
First Call Resolution
Improved FCR by more than 35 percent. Customer support staff were trained to improve their decision making, helpfulness and probing skills.
Improved Sales & Customer Insights
Scicom implemented a number of sales programmes to improve contact centre revenue, while also providing insights and recommendations to address the inefficiency of internal processes which were impacting our client's overall customer experience.
Results

40%

40% improvement in contact centre productivity

11%

11% productivity gains y-o-y

15

15 million transactions handled since deployment

What our clients say

Partnering with Scicom has provided an efficient and flexible solution to our outsourcing requirements. Their contribution towards the global customer contact center operation is quite impressive, the team has consistently delivered levels of commitment, domain expertise, technical skills, reliability and quality of service over the last several years. We would like to thank Scicom for exceeding our expectation and the continues support throughout.

Regional Airline Carrier