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Electricity and gas provider implemented AI-powered IVR systems and a flexible staffing model to meet increased caller surge demands.
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Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
In this case study discover how a customer remediation model:
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A leading low-cost airline operating internationally.
The client wanted to boost ancillary revenue by evolving its individual product offering (flight only) to a comprehensive holiday package for its customers. This ‘full vacation experience’ package was to include flights, car hire, hotel bookings, inflight meals and entertainment. This meant diversifying their revenue streams to deliver customers with a more holistic travel offering.
They also wanted to enhance their operating costs and profit margins by increasing contact centre revenue and sales conversion percentages.
Probe CX was engaged to perform workshops with external travel agents to grasp valuable insights into travellers’ preferences and purchasing triggers.
Key takeaways included:
These insights led to the launch of a sales optimisation program. The aim was to increase sales conversion percentages and revenue through improved sales hiring, training and onboarding, quality management, operational process and opportunity handling.
The program implemented a range of activities:
The implementation of the sales optimisation program resulted in:
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