Customer Support for a Leading European Airline

About the project

1. Challenge

   Wizz Air needed to expand its team to provide faster and better customer support in multiple languages ​​in order to reduce waiting times and improve service quality. Also, as with any airline, Wizz Air has high and low seasons, which entails a number of peculiarities in the work of the support service and in the formation of the headquarters. Our goal was to scale up and down our team quickly, so that our services remain the most efficient and adaptable to workload variability in terms of project budget, and customer requests are handled efficiently and without delays.

2. Key requirements
   • Excellent knowledge of Wizz Air policies, rules and features
   • Fluency in language skills in accordance with the labor market and direction of application processing
   • Efficient workflow during high and low seasons
   • Implementation of innovative solutions to optimize the work process and save jobs, while saving the budget
   • Achieving performance targets, working on process improvement
3. Solution

   Simply Contact helped Wizz Air build a customer support service that now handles over 8000 calls a day in 7 different languages.
   The implementation of the "blended support" model by Simply Contact made it possible to find a balance, avoid agent overload and, as a result, achieve even better results.

4. Tasks we fulfill
   • Making outgoing calls to inform customers about changes in flight schedules, adjustments to reservations, etc.
   • Sending payment confirmations and travel itineraries, handling early bookings and cancellations
   • Resolving customer claims and complaints in writing on behalf of Wizz Air, processing requests and claims from competent authorities
   • Group mailbox handling, written responses to questions and requests on behalf of Wizz Air
   • Answering incoming calls from travel agencies and groups, managing customers in line
5. Achievements
   • Successful implementation of the "blended support" model, which made it possible to evenly distribute the workload among departments
   • Agents trained to handle multiple communication channels reduced bounce rate by 5% for call center department
   • 80% of calls are answered within the first 35 seconds
   • Maintains an average utilization rate of 85% in both high and low seasons
   • Fulfillment of all goals set by the customer with the help of a flexible approach and innovative solutions