Case Study

North American Airline

  • Avocado55 are advising a North American low-cost Airline to help with lack of service expertise, inefficient service organisation, inconsistent delivery of experience, poor management of BPO partners, & underutilised existing technology
  • Initially took over operational management & restructured delivery organisation
  • Then took over management, operational support & operational delivery of customer service

How we helped

Restructured data / cleansed sources and underlying architecture, enabling reports to run more effectively

Improving the KPIs to show trends and opportunities to support change in the organisation or the BPOs

Moved from a 37% CSAT to over 70%

Process optimisation and cost reduction

Partner sourcing

Reduced regulatory complaints by 50%

Site consolidation

Delivery of day-to-day operational management

Reduced wait times by 60%

  • Avocado55 are advising a North American low-cost Airline to help with lack of service expertise, inefficient service organisation, inconsistent delivery of experience, poor management of BPO partners, & underutilised existing technology
  • Initially took over operational management & restructured delivery organisation
  • Then took over management, operational support & operational delivery of customer service

How we helped

Restructured data / cleansed sources and underlying architecture, enabling reports to run more effectively

Aligned all reporting to ensure BPOs where performance managed against the new KPIs

Process optimisation and cost reduction

Partner sourcing

Site consolidation

Delivery of day-to-day operational management

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