Case Study: U.S.-Based Air Carrier achieves faster, more efficient digital support with iQor

US-Based Air Carrier cuts costs 15% and boosts NPS 60% with iQor

A US-based air carrier partnered with the outsourcing vendor iQor to transition from voice-based support to a digital customer service model. The airline needed an agile and cost-effective solution to manage high interaction volumes and improve customer satisfaction, especially during industry disruptions.

iQor implemented a digital support solution that included reskilling voice agents and utilizing its proprietary infinityAiQ™ platform for recruitment and VALDI analytics platform for coaching. The results included achieving a 70% digital interaction target six months early, a 60% improvement in NPS, a 15% cost reduction, and a 3:1 chat concurrency rate during peak volumes. iQor's solution delivered exceptional agent fill and throughput rates, significantly optimizing the airline's customer support.