Case Study: Leading Global Airline achieves 15% revenue growth with WNS Sales Center of Excellence

A Leading Global Airline Improves Revenue by 15 Percent with WNS’ Sales Center of Excellence

Leading Global Airline, one of the world’s 20 largest airlines, needed to turn its service-focused reservations contact center into a more profitable part of the business. WNS helped manage customer interactions across a multi-channel contact center and identified an opportunity to convert service calls into sales through its Sales Center of Excellence (CoE) framework.

WNS restructured the airline’s contact center without additional investment by adding workforce forecasting, intelligent call routing, analytics, sales training, and performance-based incentives. As a result, WNS helped transform the operation into a revenue-generating hub, increasing sales revenue by 15 percent, reducing customer complaints to zero, and cutting the call abandon rate to less than 1 percent.