Stay ahead with operational scalability: Firstsource enhances customer journey for leading UK transatlantic airline

6 weeks
to deploy technology, facilities and recruitment with a bespoke telephony solution
60%
of flexible resources provided by Firstsource during peak periods
20%
improvement over client in-house teams for AHT, calls/hour and schedule adherence
Stay ahead with operational scalability: Firstsource enhances customer journey for leading UK transatlantic airline
Case study

Background

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.

Business challenge

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:

  • Provide additional resource capacity for training during the strategic system cutover project
  • Ensure the project had no impact on customers
  • Ensure flexible and agile resources were available to manage changes in customer contact demand following the system cutover

Firstsource solution

Firstsource identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures. These included:

Facilitating easy knowledge transfer

and in-house support by creating a secure, branded operational space in Cardiff, 45 minutes from the client’s site in Swansea

Safeguarding the client’s brand

by ensuring delivery on key KPIs and SLAs focused on efficiency, quality and customer experience.

Ensuring faster results

by utilising highly trained staff including Operations Managers, Team Leaders and Quality Analysts.

Devising induction training

for all team members to enable them to handle enquiries across service, sales and membership.

Ensuring flexibility of operational resources

during the critical project period by providing a solution for additional resources to be delivered at short notice.

Providing detailed analytics around key sales

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

Business impact

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:

  • Identifying website optimisation opportunities by analysing sales calls that showed 15% customers had attempted online booking before calling
  • Determining the main customer dissatisfaction drivers, including issues around schedules, refunds, seat assignments and upgrades
  • Highlighting sales agent behaviours to identify an opportunity to use Firstsource’s virtual sales coach tool, ‘Xcellerate,’ to help increase conversions by 20%
  • Identifying a 10% contact reduction opportunity through improved website information on air mile usage and seat assignment options

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:

6 weeks
to deploy technology, facilities and recruitment with a bespoke telephony solution
60%
of flexible resources provided by Firstsource during peak periods
20%
improvement over client in-house teams for AHT, calls/hour and schedule adherence
 

"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."

- Client Head of Customer Contact Centres

Ready to grow your business?

Get in touch with us by visiting www.firstsource.com

Download

Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step!
Let us know which solutions you're most interested in

 

Let's Talk