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
   • Efficient workflow during high and low seasons
   • Language proficiency tailored to labor market needs and application processing directions
   • Implementation of innovative solutions to optimize the work process, while saving the budget
   • Meeting performance goals and enhancing processes
3. Solution
   • Successful implementation of the “blended support” model, which made it possible to evenly distribute the workload among departments
   • Launching a back-office department, that streamlined support by synchronizing front-line and back-office tasks to speed up response times and enhance customer satisfaction
   • Establishment of a robust feedback loop that captures insights directly from Wizz Air customers, allowing us to continuously refine and elevate our service
   • Effective execution of the Average Handling Time (AHT) improvement initiative in the call center department
   • Using Power BI analytics to gain a deeper understanding of client and customer needs, thereby enhancing service quality across departments
   • Creation of an effective method of training and testing agents' knowledge, which was fully supervised by a professional support team
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
   • Managing cases for compensating passengers' additional expenses incurred due to flight cancellations or delays, referred to as Welfare cases
5. Achievements
   • “Blended support” model allowed our agents to handle multiple communication channels, which ensured 80% of calls are answered within the first 35 seconds
   • Achieved a remarkable average handling time (AHT) reduction by 30% on key service lines in the call center department, surpassing contractual targets and setting new standards for efficiency
   • Increased the Call Per Hour (CPH) rate from 9 to 11 and on the Italian line to 12.6 during the low season
   • In the official claims department, we increased the CPH from 4 to 5 when processing Official cases from claim companies
   • In the call center department, we manage to maintain the abandon rate (AR) within the range of 10-5% (the best months for AR are March-May and November)
   • 100% of emails are answered within the first 3 days within the low season
   • We maintain an average utilization rate of 85% in both high and low seasons