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.

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.

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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