The client is a global leader in their three main lines of business: passenger transportation, cargo transportation, and aeronautics maintenance.
They operate 2,200 daily flights to 316 destinations in 115 countries, and support a frequent flyer base of 25 million members. The case study shares how:
- The client transitioned to a centralized operating model
- Enhanced its multilingual support services from “booking to landing”
- Experienced increased productivity of 40%
- Decreased average handle time (AHT) by 50%