Aviation

Leading Low-Cost Airline

Powering CX Excellence: Transforming Operations for a Leading Low-Cost Airline

+28%

CSAT Increase

CSAT improved from 3.6 to 4.5

+65%

TAT Reduction

TAT reduced from 12 hrs to 4.3 hrs

+35%

Agent Productivity

EPH increased from 3.2 to 3.7

78%

Attrition Drop

Attrition reduced from 9% to 2%

+64%

Reopen Rate

Case reopen rate dropped from 24% to 1.6%

The Challenge

Operational inefficiencies were undermining service quality, workforce efficiency, and scalability. Key performance gaps included: Below-target CSAT, Low agent productivity (EPH), Workforce instability, High TAT and response times, and Elevated case reopen rates.

The Solution

AIONOS targeted CX transformation across four levers: 1) Agent Excellence - Linked CSAT to incentives, enabled real-time coaching, and reduced repeat errors. 2) Process Governance - Established SLA governance pods, recalibrated TAT metrics, and optimized shift structures. 3) Automation Enablement - Phased rollout of automation to reduce manual effort and support resolution flows. 4) Workforce Stability - Strengthened governance and shift structures to improve workforce reliability.