Among all industries, COVID-19 has hit airlines the hardest. When lock-downs were imposed and countries sealed their borders, almost all flights were grounded. Contact centers had to deal with a deluge of calls from customers who wanted clarity on their flights and immediate help in making changes.
Our client, a leading North American airline, experienced the chaos in complete measure. As a strategic partner, WNS meticulously planned and implemented measures to enable business continuity. Across reservations, sales, customer service and fulfillment, we achieved the following at lightning speed: