Case Study: Air Berlin achieves faster training and improved call-handling efficiency with Verint Systems Impact 360

Air Berlin - Customer Case Study

Air Berlin’s CHSC customer service centre at Tegel (120 agents out of 280 handling over 15,000 calls a day) faced a complex mix of tasks across multiple systems, long training lead times and time-consuming, ineffective side‑by‑side coaching. Evaluating performance was hard and managers wanted to subdivide work by skill to improve service as the airline prepared for flotation.

CHSC implemented Verint’s Impact 360 quality monitoring and reorganised tasks by skill, securing consent and communicating benefits to agents. The system delivered objective evaluation questionnaires, cut individual training preparation time, made coaching more efficient, and motivated staff. As a result call quality rose, agents handled more calls while average handling times fell, and plans are underway for self‑service review stations and e‑learning.

Air Berlin

Diana Müller Nied

Service Centre Manager