A leading global airline soars higher with exceptional CX
THE CHALLENGE
For more than 50 years, a leading airline has been delivering exceptional customer experience (CX), winning numerous awards for its customer service and product offerings.
As part of its digital transformation journey, the airline sought TDCX’s support to further its customer-first approach to service delivery. With customers using multiple channels to contact the airline, they were keen to develop an omnichannel CX strategy that would provide greater convenience to customers and create a seamless CX. The CX program spanned several parts of the airline’s operations, from ticketing, post-sales service, and customer issues to its loyalty program, and had to be scalable across multiple delivery centers.
Our solutions
With a goal to deliver a smooth and efficient customer experience, TDCX worked with a leading airline to devise a range of solutions to drive customer satisfaction while also boosting efficiency.
One-stop service
We created a unified hotline for various requests, streamlining the experience and resolving issues efficiently.
Industry experts
We enlisted CX experts from the airline and travel industry for enhanced customer support with specialized market knowledge.
Empowerment guides
We created a manual of best practices for addressing customers' top inquiries promptly and efficiently.
Subject matter expert buddy system
We created a buddy system where subject matter experts partner with agents for questions related to their expertise.
Video teller solution
We launched a live video teller platform for customers who prefer face-to-face interactions.
THE RESULTS
900+ CALLS IN 5 MONTHS
ON VIDEO-TELLER PLATFORM
100% CSAT SCORE
ON VIDEO-TELLER PLATFORM
100% RESOLUTION
RATE W/ FIRST CONTACT ON VIDEO-TELLER PLATFORM
27% DECREASE
IN HANDLING TIME
10% LESS ESCALATION
INCIDENTS
<6.4% ABSENTEEISM
VS 7.9% TARGET RATE
