Valoris’s customer service solution for an aviation company

RESILIENT SOLUTIONS FOR A CHALLENGED INDUSTRY DURING THE COVID-19 GLOBAL PANDEMIC

OUR CUSTOMER

Our client is a local aviation company that had an in-house call center at the time we started the collaboration.

In a competitive HR market, the company decided to outsource customer service to focus on long-term growth. The company opted for Valoris’ services because of our flexibility and training. We implemented the service in less than a month with a team of 15 agents.

In 2020, being a leading airline, the client reacted quickly to the threat of Covid-19 and adapted to the new conditions, and during the quarantine, call volume increased significantly and the quick response from the customer service team was essential.

OUR SOLUTION

We have implemented a solution based 75% on telephone interactions. Our team also provides general information via e-mail. We provide services in Romanian and two foreign languages (English and Italian) for airline travelers operating flights throughout Europe.

Our flexibility plays an essential role for the airline. Thus, we have always had the ability to resize the support team as requested by the customer.

Just three months after Go LIVE we doubled our staff. Then, forced by the pandemic context, we had to redeploy human resources to other projects and integrate them back as the operational activity demanded.

RESULTS

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Accessibility
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Flexibility

What started as an exciting project in a highly specific industry has turned into a major challenge for the airline, passengers and us as a BPO service provider.

Flexibility, always our strong point, made the difference this time too. In the face of the new normal, we did not limit ourselves to quick reactions, but continued to offer the same exceptional quality of service.

By constantly adapting, we have proven that we are the ideal partner to navigate through any crisis, ensuring the success and satisfaction of our customers.

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