Case studies

International Airline Successfully “Lifts and Shifts” to Work-at-Home in Response to Pandemic


International airline, the flagship carrier for its home country, and one of the dominant airlines serving the Americas.

The Goal

  • To initiate work-at-home operations in response to the pandemic.
  • Move from multi-channels to omni-channel to increase efficiency.

The Challenge

  • Cost pressure from loss of revenue from Covid-mandated flight reductions.
  • No work-at-home capability with current vendor.
  • Service Level risk of migrating vendors during a pandemic.


Our Approach

  • “Lift and shift” customer support to work-at-home operations in the middle of a pandemic.
  • Support multiple call types and languages: customer support in English, Spanish and Portuguese.
  • Support multiple channels: phone, social media, email & chat.
  • Lines of Business: VIP Passenger Service.
  • Routing of calls from all destinations flown to.
  • Operate 7 days/week, 24 hrs/day.


  • Successfully routed all call volumes and centralized interactions.
  • Channel integration was successfully performed.
  • Implemented an Intelligent IVR solution capable of taking the credit card information from the passenger without Agent interaction.
Case Studies
Internet Retailer Improves New Hire Proficiency by 85%

Client Satellite internet retailer with 100% sales-based compensation structure. The Goal Onboard a new bilingual vendor. Attain Close Rate performance goals. Improve new hire proficiency. The Challenge Limited in time and training resources due to the pandemic. Type...