Piloting Productivity and Agent Experience through Analytics
Client Background
Pioneer Flag Carrier in Asia
Case Background
Inspiro has been the valued partner of a leading Asian flag carrier since 2010, providing support for international and transpacific passengers.
But rising customer expectations have made CX (customer experience) more challenging than ever in the travel industry, with many existing and legacy systems and platforms unable to keep up with requirements, at both the frontlines and back-end of operations.
How We Delivered
For its 24/7 inbound support split, Inspiro deployed a workforce analytics and productivity monitoring tool, which provides team leaders with critical visibility and insight on agent productivity.
By implementing the right tool in the right manner, we aimed to boost key operational metrics – like AHT (Average Handling Time), NCH (Number of Calls Handled), and CSAT (Customer Satisfaction) – as well as overall agent performance and satisfaction.
Results
By as early as the second month of deployment, we were already seeing gratifying results:
- effective monitoring of agents’ productive and non-productive time, enabling required call-outs in real-time, along with targeted coaching as needed
- 6.43% improvement in productive hours
- 8% decrease in idle time
- 12% improvement in AHT
- 14% increase in NCH
- enhanced coaching quality, through actionable feedback for agents
- improved agent proficiency and job sentiment
Contact Us
Drop us a line, and let's see what we can do for you!
Industries today face a common challenge: delivering unmatched customer experience (CX) amid rapid digital transformation. This daunting task can overshadow your core business focus, but Inspiro can help! We transform challenges into CX successes, earning us decades-long partnerships with some of the world’s leading brands.
