Goal
US based low-cost airline that operates scheduled and charter flights. It is a publicly traded company with 1,800 employees and one billion USD market capitalization. Entire contact center operations and recommend initiatives to improve efficiencies, increase in sales conversions, streamlining existing operations along with automation.
Solution
Process Overview & Stakeholder Analysis
- Scope Finalization
- Activity mapping to study “As is” state of Processes, Applications for all the locations
- Risk Assessment
- Transformation Roadmap
GAP Analysis and prioritization:
- Process Prioritization based on detailed activity mapping
- Detailed data. MIS and process analysis
- Facilitating Change Management
- Studying current controls and compliance
Baseline Validation
- Listing various solutions – Process Re-engineering and automation
- Common workflow, document management and reporting application
- Full automation of MIS, audit and duplicate check
Benefit Analysis
- Creating “To Be” processes and implementation roadmap
- RPA implementation
- Overall SLA / KPIs improvement
- Reduction in overall risk scores
- Efficiency Gains
Success
- Increased sales conversion from 27% to 35%
- Improved average speed to answer by 90
- Abandoned rate improved from 18% to 5%
- Wrap as a percentage of handle time to be reduced from current 30% to 10%
- Agent utilization improved from 76% to 80%
- No. of shifts optimized through scheduling
- Introduced mechanism to check effectiveness of training
