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Enhancing the digital workplace for a large North American airline with a skilled service desk

Discover how TELUS International partnered with a leading travel and hospitality brand to deliver a robust service desk solution to enhance its digital workplace during challenging industry conditions.

An airplane pilot and a member of the cabin crew walking in an airport carrying luggage.
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abandon rate

second average speed to answer

net promoter score

The challenge

Our client is a large North American airline that offers domestic and international flights. With COVID-19 restrictions dramatically affecting passenger travel across the entire industry, the airline was faced with having to significantly reduce its workforce.

As federal and global restrictions were eased, the demand for travel increased and the airline needed to rapidly scale its support function in response. As a result of the immediate influx of new hires, metrics like Average Speed to Answer (ASA), Net Promoter Score (NPS), Likelihood to Recommend (L2R) and Abandonment Rate were negatively impacted. An experienced digital IT partner was sought to establish a single point of contact for the airline’s employees that could address issues around the tools and resources used to manage customer inquiries and deliver exceptional support.

The TELUS International solution

Working with our established, highly trained team in the Philippines, TELUS International’s Service Desk Solution was utilized to help deliver relevant information to the client’s employees and ensure they were equipped to readily meet rapidly increasing passenger demand. To achieve this, the client’s service desk support team was ramped up as quickly as possible through the reassignment of highly-trained, tenured team members from TELUS International’s delivery center in Guatemala to compliment our existing team in the Philippines.

Our Program Mastery Assessment (PMA) curriculum was leveraged to provide customized and ongoing process improvement training for the service desk agents using a collection of data from past support tickets, agent evaluations and updated reference material.

TELUS International’s highly skilled workforce with expanded service desk support hours made sure that all employee tickets were addressed quickly for minimal disruption. By using First Call Resolution as the primary success metric rather than Average Handle Time, an emphasis was further placed on quality of service delivery, with repeat calls kept to a minimum.

The results

Having a single point of contact for the client’s employees helped to improve productivity by limiting downtime and maintaining focus on core customer support functions. TELUS International’s service desk capabilities aided the client in significantly improving its customer support metrics, including:

  • NPS improved two-fold and has been above 70 month-over-month.
  • Abandon Rates initially dropped from 30% to 7% and have remained at a rate of less than 2% for the year.
  • ASA has been trending positively, dropping from 20 minutes to an average of 22 seconds — well above target.

TELUS International’s transparency and flexibility helped to establish a trusted partnership that is focused on enhancing the overall digital workplace. The client has been so impressed with the results thus far, that it has chosen to expand the relationship with TELUS International by leveraging our Service Desk Solution for its consolidated IT lines of business.

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