Client
Virgin Atlantic
Sector
Travel and Hospitality
Service
Contact Centre Sourcing
Successfully landing a 46 percentage point increase in call answer rates and a 29 point year on year CSAT improvement.
Britain’s second largest carrier Virgin Atlantic through their hugely successful joint venture with Delta, Air France and KLM allow passengers to connect to 350 cities.
Challenge
Throughout 2021, the Virgin Atlantic Contact Centre was facing a surge in customer demand despite a 77% reduction in travellers, meaning:
- call demand at 5x BAU
- Answer rate 35%
- 70,000 tickets to be rebooked
- requirement to alleviate pressure on in-house team
Solution
Using our proven approach we documented requirements and identified best-fit offshore partners with prior travel and aviation experience before:
- Hosting partner introductions
- Collated and summarised shortlisted partners’ proposals
- Provided scoring tools and matrices
- Provided thoughts on the varying commercial models
- Facilitated contract review and initial project kick-off with the partners of choice.
- Delivered industry specialists to support implementation project
Outcome
Since implementation 3 further cohorts of advisors have been trained and are delivering on behalf of Virgin Atlantic, due to the success of implementation significant progress was made quickly, call answer rates were increased to 81% (highest for 18 months) and then back to 95% whilst CSAT was improved by 29 points year on year.
Louise Phillips, Vice President Customer Centres“Our collaboration with CCP over the past three years has been integral in shaping Virgin Atlantic’s customer service recovery following the pandemic.
CCP swiftly grasped our needs, orchestrating a dynamic process that facilitated our selection of a new outsourced contact centre partner.
Their highly experienced team not only demonstrated profound expertise but also tapped into aviation industry specialists to ensure a seamless transition and implementation with our chosen partner.
Post-transition, CCP has continued to provide exceptional support, ensuring a successful relationship with our selected outsource partner.
Furthermore, their regular updates on industry trends and participation in insightful roundtable discussions have been invaluable. I wholeheartedly recommend Customer Contact Panel to anyone seeking top-tier support and guidance for their contact centre and customer service requirements.”
