CASE STUDY | TRAVEL AND HOSPITALITY
Piloting Productivity and Agent Experience through DX
CLIENT
Pioneer Flag Carrier in Asia
CHALLENGE
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.
STRATEGY
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.
IMPACT CREATED
6.43%
improvement in productive hours
12%
decrease in AHT
14%
increase in NCH
OUTCOME
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
