Case studies

Proof is in the pudding

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

Onboard a new bilingual vendor. Attain Close Rate performTo initiate work-at-home operations in response to the pandemic. Move from multi-channels to omni-channel to increase efficiency.ance goals. Improve new hire proficiency

The Challenge

Limited in time and training resources due to the pandemic. Type of calls: inbound/outbound sales Service: satelliCost 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.te internet Lines of Business: USA consumer, Puerto Rico & LATAM (Mexico, Chile, Peru)

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.


of experts work in-center and at-home in Central America, South America, and the Caribean.

Good People, Good Connections