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Regional Airline Carrier
BPO Solution
Regional Airline Carrier
Scicom has extensive experience as a strategic partner for airline clients, providing differentiated multi-lingual and omnichannel services and enhancing the overall customer experience. We have enabled airlines to ramp up customer service levels and create stronger brands to compete effectively in a demanding industry. This expertise comes as a result of 20 years of providing a full spectrum of CX services to airline clients via both digital channels (including social media and more recently also using robotic process automation (RPA)), and through agent-based multilingual voice, chat and email services.

Our client is a regional airline carrier that flies to 114 destinations across 48 countries. Scicom were engaged to provide differentiated omnichannel customer experience to meet the higher expectations of today’s connected passenger. We helped our client reduce staff attrition and improve contact centre productivity to compete effectively in an increasingly challenging industry.
40%
40% improvement in contact centre productivity
11%
11% productivity gains y-o-y
15
15 million transactions handled since deployment