Full case

Contact Center for Airline

Customer

The largest Ukrainian airline, the leader of the national aviation market.

Target

Improving the quality of communication on incoming and outgoing lines (calls, letters, chats) in Russian, Ukrainian, English, French and German.

Completed tasks:

Communication with customers on all channels (calls, chat, email).

Making bookings and changes.

Consultation on flight status, assistance in selecting the optimal flight.

Work with the award loyalty program.

Work with conflict situations, search for alternatives in case of flight cancellation.

Cross-sell and Up-sell.

Achievements

We made round-the-clock processing of passengers' calls (calls, letters, chats) in compliance with SL 80/20. Increased sales to 30% of the total number of hits. Issued more than 18 thousand tickets and shipping documents.

  • +30%
    increased
    sales
  • > 70000
    inbound
    calls
  • > 25000
    processed
    emails
  • > 10000
    chats

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How we are working

01
Define goals and objectives

We plunge into your business, study the details, define the goals of the project and create an individual launch plan.

02
We select a team

An effective recruitment system allows you to quickly form an ideal team for your project.

03
We train agents

Experienced instructors train the team according to the specifics of your project. Each participant has information about the features of your product or service at the perfect level.

04
We control the quality

Employees of the Quality Department constantly monitor and evaluate the quality of the conversation of each operator in order to ensure a consistently high level of quality for your project.

Project launch in 2 weeks