Call Centre Outstaffing For Avelo Airlines

The Avelo story begins with a simple purpose — to Inspire Travel. On April 28, 2021, Avelo Airlines took flight for the first time — ushering in a new era of convenient, affordable and reliable air travel. They help you fly for less so you can fly more. That means more opportunities for you to connect with family and friends while exploring new places and revisiting old favorites. But they don’t just save you money. We fly out of smaller, more convenient airports, so we also save you time and hassle. Today, Avelo serves over 40 destinations from our bases at Los Angeles’ Hollywood Burbank Airport (BUR), Southern Connecticut’s Tweed-New Haven Airport (HVN) and others.

About the Project

01
Challenge
Avelo faced the challenge of enhancing its customer support capabilities by expanding its team to deliver faster and higher-quality service in multiple languages. This was essential to address extended waiting times and meet customer expectations for efficient assistance. Additionally, as with any airline, Also encountered operational complexities during high and low seasons, requiring agile adaptations in support service operations and headquarters management to effectively navigate these seasonal variations.
02
Key requirements
- Excellent knowledge of Avelo 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
03
Solution
AgainAgain Agency helped Avelo 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 AgainAgain Agency made it possible to find a balance, avoid agent overload and, as a result, achieve even better results.
04
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
05
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 Avelo, processing requests and claims from competent authorities
- Group mailbox handling, written responses to questions and requests on behalf of Avelo
- Answering incoming calls from travel agencies and groups, managing customers in line

Results

AgainAgain Agency has expanded staff and developed an effective analytics and monitoring process to ensure high quality service. Our specialists created an effective method of training and testing agents' knowledge, which was fully supervised by a professional support team. Leading analytical methods allowed us to work effectively on improving the skills of agents, and therefore on improving the results of the entire project. We managed to significantly reduce the waiting time of customers, increase the overall percentage of satisfaction. A multi-channel and multilingual approach allows us to provide quick and efficient responses to all customer inquiries 24/7. Also, thanks to the introduction of the new blended-support system, we managed to save jobs and the customer's budget, effectively processing requests both in high and low seasons.

Availability of multilingual and multi-channel support
24/7
A significant reduction in customer waiting time
from 15 min to 4min
An overall increase in the percentage of customer satisfaction
80%
Successful implementation of agents for a professional support team
25 agents

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