Aviation · CX operations
A centralised contact center that mobilised an average of GHS1.5M in monthly ticket sales and helped the regional West African airline become the preferred regional airline.
A regional West African airline wanted to bring its customer interactions together and turn its contact center into a genuine sales channel. The airline needed to:
Deliver a single, centralised call center for all customer interactions.
Allow customers to purchase tickets directly via the contact center.
Give customers longer hours to interact and transact across all flights.
We operated a centralised, multi-channel contact center for the regional West African airline and turned it into a revenue engine.
A centralised operation with multi-channel support for the regional West African airline's customers.
Customer support with extended hours covering all of the regional West African airline's flights.
Ticket modifications, corporate and private charters, and parcel services handled through the contact center.
A managed ticket refunding service as part of the customer experience.
The Result
GHS1.5M
Avg. monthly ticket sales
#1
Preferred regional airline
Multi-channel
Customer support
Extended
Flight coverage hours
1
Centralised contact center
3
Revenue streams added
