The Challenge
The global airline required a managed customer experience operation that could represent the airline locally while upholding its global brand. The goals were to:
- 01
Single point of interaction
Provide customers with one consistent point of contact.
- 02
Best-practice experience
Deliver customer experience aligned with industry best practices.
- 03
After-hours coverage
Handle calls to the head office outside normal office hours.
- 04
Global brand standards
Adhere to the global airline's global brand standards in every interaction.
