185% Productivity Boost and Reduced AHT With Workforce Optimization and Chat Concurrency for a US-Based Low-Cost Airline
CASE STUDIES
A fast-growing US-based low-cost carrier faced soaring chat volumes and service strain. We doubled chat concurrency, optimized resources, and applied intelligent automation to boost productivity, efficiency, and customer satisfaction.
Share this Post
About the Client
The client is a low-cost carrier enabling affordable travel across the US.Business Challenges
The client’s rapid growth and shift to digital channels drove soaring chat volumes and frequent disruptions. Still, without expanding capacity or partners, this led to agent burnout and declining service quality.Business Solution
We helped the client overcome capacity constraints by doubling chat concurrency (two to four per agent) while improving CSAT, AHT, and SLA through a four-phase consulting framework, leveraging intelligent analytics, automation, and flexible staffing to boost productivity and optimize resources.Business Results
Increased
0%
Productivity Boost
0%
Chat Completion Rates
Reduced
0%
FTE Requirement
Decreased
0%
AHT (in the first 60 days of engagement)
More Case Studies
Case Study
Data Platform Modernization for a Leading Cruise Line to Optimize Costs Towards Air Travel Bookings
IGT's cost optimization towards bookings helped a leading international cruise line process an average of 5000 PNRs every hour.
Read More
Case Study
Turning a Customer Service Center into a Profit Center for a Leading E-commerce Giant
Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its customer service center into a profit center.
Read More
Case Study
Fully Scalable Datamart Solution for a Leading Indian Airline
Developed datamart solution that enabled analytical and better decision-making by airlines. Achieved 5% increase in customer satisfaction score.
Read More