The client is among the foremost transatlantic airlines in the UK.
The airline was launched in 1984 with a goal to bring choice, value and a modern style to transatlantic travel. Since then, they have grown into a long-haul airline carrying over 5 million passengers every year to 30 plus destinations, earning multiple travel industry and marketing awards over the years.
The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support.
The client confronted multiple challenges pertaining to NPS scores and SLA. They required support to service the demands of a rapidly expanding global customer base during a critical system cutover project and post cutover support to handle potentially higher contact volumes. Apart from these, the client had other requirements:
Firstsource identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures. These included:
and in-house support by creating a secure, branded operational space in Cardiff, 45 minutes from the client’s site in Swansea
by ensuring delivery on key KPIs and SLAs focused on efficiency, quality and customer experience.
by utilising highly trained staff including Operations Managers, Team Leaders and Quality Analysts.
for all team members to enable them to handle enquiries across service, sales and membership.
during the critical project period by providing a solution for additional resources to be delivered at short notice.
and service customer journeys, plus end-to-end customer experience. The analytical insights included contact drivers, resolution levels, opportunity areas to drive sales conversions, and reduce unnecessary contacts through process changes and web site optimisation
Firstsource used the proprietary First Customer Intelligence (FCI) analytics tool to provide actionable insights on key sales and service customer journeys and end-to-end customer experience, including:
The strategic insights provided to the client through analytics presented multiple opportunities to reduce costs, improve customer experience, drive revenue and reduce unnecessary contact through website and process optimisation.
In all, Firstsource delivered demonstrable business results, specifically around flexible resources, productivity and customer satisfaction:
"The ‘can-do’ attitude of the operational management team at Firstsource, combined with the support of their senior management from beginning to end, allowed us to take 400 of our front line colleagues through rigorous training and post-launch development whilst meeting customer demand, maintaining our revenue performance and a good level of customer satisfaction during the transformation of the operation."