Enhancing Customer Service for a Low-Cost Airline

This client required comprehensive customer service and social media support across multiple countries.

Challenge

  • Provide customer support throughout the entire travel process.
  • Address flight information, support, changes, bookings, general inquiries, and complaints.

Challenge

  • Provide customer support throughout the entire travel process.
  • Address flight information, support, changes, bookings, general inquiries, and complaints.

Strategy

  • Implemented support across phone, IVR, email, chat, and social media channels.
  • Offered services in Spanish, English, and Portuguese to cater to a diverse customer base.

Strategy

  • Implemented support across phone, IVR, email, chat, and social media channels.
  • Offered services in Spanish, English, and Portuguese to cater to a diverse customer base.

Highlights

  • Over 110 agents dedicated to the operation.
  • Extensive multi-channel and multi-language support.
  • Supported various countries including Colombia, Peru, Chile, Argentina, and Brazil.

Highlights

  • Over 110 agents dedicated to the operation.
  • Extensive multi-channel and multi-language support.
  • Supported various countries including Colombia, Peru, Chile, Argentina, and Brazil.

Results

  • Established productivity points to serve twice the number of clients with the same number of agents.
  • Standardized processes to maintain high quality and client satisfaction.
  • Reduced unnecessary costs and developed new tools for better service processes.

Results

  • Established productivity points to serve twice the number of clients with the same number of agents.
  • Standardized processes to maintain high quality and client satisfaction.
  • Reduced unnecessary costs and developed new tools for better service processes.

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