Let's talkWith its expanding global flight network and growing customer base, the Airline Company recognized the need to integrate passenger experience into a digital and omnichannel structure. High-volume and multilingual call management was required for reservations, ticketing, baggage, and frequent flyer program transactions. To meet this need, the Airline partnered with Pusula CX to deliver a comprehensive customer experience solution.
A global airline company needed to manage high-volume, multilingual passenger communication across reservations, ticketing, baggage, frequent flyer program, IVR, and social media channels.
Pusula CX provided a 24/7 multilingual customer experience operation with language requirements, airline-system training, quality monitoring and omnichannel request handling.
For a UK buyer, the important question is whether similar pressure points can be scoped, controlled and measured in their own environment.
Representatives proficient in 15 languages, selected based on language skills Minimum of 1 year of aviation sector experience required per agent Only candidates who achieve a score of at least 90% on the post-training exams will begin their assignments
At least 80% of calls answered within 20 seconds (90% for elite lines) Requests via email, SMS, online chat, and social media are managed through the cx centre Advanced call analytics for insights into interactions with the Frequent Flyer Program
Only candidates who achieve a score of at least 90% on the post-training exams will begin their assignments
82.4% of inbound calls answered within 20 seconds, 91.7% elite line answer rate and 4.5/5 post-call satisfaction.
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