Insights / Case Study
In the fast-paced world of online travel, every customer inquiry about flight ticketing carried layers of variables, fare rules, airline policies, booking channels, and refund scenarios. Our team, the frontline heroes handling thousands of interactions, had to manually navigate scattered knowledge documents and cross-check countless edge cases. This often led to hesitation, inconsistent replies, and unfortunately, a noticeable rise in Customer Critical Errors that directly hurt Quality KPIs.
Compounding the issue, time pressure sometimes caused the team to overlook mandatory CRM updates, leaving case categories and resolutions incomplete or unchanged, resulting in Business Critical Errors that impacted QA scores and overall compliance perception.
Recognizing manual workarounds were unsustainable, we partnered with the client to build two precise tactical tools that cut friction without major system changes.
Customer Quality Performance Rises: Customer Critical Error performance improved from 90% to 95%, marking a 5% point quality gain.
Significant Productivity Gain: AHT reduced by 11% via Glossary System and 3% via Auto Highlighter, cutting cost per contact and speeding customer resolutions.
Dramatic Quality Leap: Business Critical Error rate dropped by 32% within one month, showing a dramatic improvement in quality.
