The Client

Client: European-Based International Airline

Industry: Airlines

Number of Agents: 50

Scope of Work: Inbound Customer Care,
Multilingual (German C2+, English C2+), 24/7

Channels: Voice

Product: Managed Services

Start date: August 2022

The Challenge

The client needed a fully flexible and scalable outsourced customer service solution to quickly respond to spikes in call volumes due to holiday periods, inclement weather, strikes, and more.

Conversely, the solution needed to be able to scale down quickly to ensure cost minimisation.

The client needed a solution that guaranteed the delivery of a high standard of customer experience to its customers.