Case Study: a leading American airline reduces customer service handle time with Wipro

Airline Drives Value by Improving Customer Experience

The client, a leading American airline, faced a significant challenge in managing a huge surge in customer email and chat interactions. Unable to add more staff, they were experiencing a high backlog and rising abandon rates. They needed to meet customer demand with their current team while maintaining their service level agreement of a 5% abandon rate.

Wipro addressed this by analyzing and optimizing the customer service process. They identified and removed non-value-add steps, redesigned the workflow to reduce email routing, and provided targeted agent training. This solution reduced the average handle time by 100 seconds, or 20%, leading to annual savings of $1 million and enabling the airline to handle the increased volume efficiently.