Driving Cost Efficiency Across Seasons for a Leading European Airline
Five years of measurable results
calls handled per day
agents on the line
languages of service
ECCCSA 2025
Bronze Winner - Best BPO Partnership
partnership with Wizz Air
Stevie Awards 2025
Silver Winner - Best Outsourcing Partnership
Seasonal scale without sacrificing quality
Simply Contact has been partnering with Wizz Air for five years. Initially, the objective was to quickly expand the multilingual support team to reduce wait times and maintain service quality across high and low seasons. Today, the objective is to maintain cost efficiency, increase agent utilization, and adopt technology that improves service without raising costs.
Consistent service levels
Maintain consistently high service levels during both peak summer volumes and quieter winter seasons.
Customer First Compass
Support Wizz Air's program, resolving 95% of issues within 30 days and answering 80% of calls within 35 seconds.
Tech-driven optimisation
Propose, test, and implement technology-driven improvements that deliver measurable cost benefits without raising overhead.
Tamara Maleta
Project Manager · Simply Contact
17 years of airline operations experience. Tamara led the Wizz Air programme from launch, overseeing rapid team scaling, quality calibration across 10 languages, and the AHT improvement project that reduced handling time by 30%.
Four strategies that moved the numbers
Blended support
Agents handle calls, emails, and chat within a single shift, eliminating idle time and keeping utilisation above 85% across seasons.
Bilingual agents
Polish-English and French-English agents were recruited to cover two markets per person, reducing headcount while expanding language reach.
AI readiness testing
Before any tool went live, agents completed structured readiness assessments. New technology was only deployed where it reduced handling time.
Structured onboarding
A tiered training and testing framework ensured every new agent reached production-ready quality before handling live contacts.
End-to-end coverage, front and back
Front office
- Inbound claims handling
- Group booking support
- Crisis hotlines
- Outbound confirmations
- Formal complaint management
- Travel agency calls
- Welfare case handling
Back office
- Email categorisation
- Refund processing
- Formal claims adjudication
- Duplicate case matching
- Claim approvals
Digital channels
- Live chat support
- Social media monitoring
- WhatsApp & messaging apps
- App store review responses
- Community moderation
Quality & compliance
- QA scoring & calibration
- Agent performance reporting
- SLA compliance tracking
- CSAT & NPS analysis
- Knowledge base management
Language coverage
- Polish & English
- French & English
- German & English
- Ukrainian & English
- 10 languages total
Operating smarter, every season
Our cost-saving approach is about operating smarter every season.
We've designed a blended support model that lets agents handle multiple channels and shift between them in real time, based on actual demand. When call volumes dip, agents switch to chats or written tickets. If social media traffic spikes after a flight schedule change, the same agents step in to manage the digital response. This cross-channel flexibility keeps teams productive during slower periods and ensures coverage without overstaffing.
During high season, we adapt again. Agents move to priority channels, where speed and accuracy directly impact customer experience. This fluid resourcing keeps quality high without adding headcount.
25 strategies to cut handling time without cutting quality
In November 2022, Simply Contact launched a focused AHT improvement programme. The team identified 25 separate strategies — spanning knowledge base optimisation, script restructuring, pilot agent groups, and regular calibration sessions. The goal was not to rush agents but to remove structural friction: unclear knowledge bases, inconsistent escalation paths, and scripts that didn't match the actual flow of customer conversations.
calls per hour across all lines
avg call time on Italian line
CPH on claims department
Every SLA met. Most exceeded.
Five years of partnership delivered consistent, measurable outcomes - across every season, every language, and every SLA commitment.
reduction in Average Handling Time
agent utilisation across all seasons
calls answered within 35 seconds
cases resolved within 30 days
All SLA commitments met or exceeded
- 80% of calls answered within 35 seconds
- 100% of emails responded to within 5 days
- 95% of cases closed within 30 days
- 5-10% abandon rate maintained across peak and off-peak periods
- 85% agent utilisation sustained through seasonal volume swings
- 30% reduction in Average Handling Time from project baseline
- Italian line average below 2:45 - inside contractual SLA
Tsvetoplama Stoyanova — Quote
We started our cooperation in January 2020. The collaboration portfolio is based on call center operations, handling of written requests, real-time chat services and group booking support. During our joint work, Simply Contact has proven itself as a reliable and flexible partner, which is always ready to support us in solving additional challenges, constantly looking for creative and innovative ideas and solutions.
Ready for results like these?
Tell us about your support operation and we'll put together a tailored proposal within 48 hours.
Get a proposal