In the fast-paced world of aviation, airlines strive to offer seamless and exceptional customer experiences to passengers. However, the increasing demands and challenges in managing customer support have led to a rising struggle for airlines.

We decided to explore the reasons behind the struggle and the significant benefits of outsourcing customer support to specialized professionals in the Business Process Outsourcing (BPO) industry.


The Challenges Faced by Airlines in Customer Support

  • Growing Customer Expectations: With the advent of technology and increased connectivity, customers expect instant and personalized support. Airlines face challenges in meeting these heightened expectations, especially during peak travel periods.
  • Multilingual Support: As airlines operate across international borders, providing multilingual support becomes a necessity. Ensuring fluent communication in different languages can be challenging without a diverse and proficient team.
  • 24/7 Availability: Air travel operates around the clock, and customer support must do the same. Maintaining a dedicated 24/7 support team in-house can be costly and resource-intensive.
  • High Call Volume: Airlines encounter fluctuating call volumes, especially during emergencies or disruptions. Handling these fluctuations efficiently with an in-house team can be cumbersome.
  • Time Zone Challenges: International flights often lead to queries coming in from various time zones. Addressing these queries promptly can be problematic without a geographically distributed support team.

The Advantages of Outsourcing Customer Support

  • Expertise and Specialization: BPO companies specializing in customer support possess the expertise to handle diverse customer queries efficiently. Their trained professionals understand the airline industry’s nuances, ensuring accurate and relevant responses.
  • Multilingual Support: BPO providers often maintain a team of skilled agents fluent in multiple languages. This enables seamless communication with passengers from different regions, enhancing customer satisfaction.
  • Cost-Effectiveness: Outsourcing customer support allows airlines to save on operational costs associated with recruiting, training, and managing an in-house support team. BPO providers offer flexible pricing models, enabling cost optimization.
  • Scalability and Flexibility: Airlines experience fluctuating call volumes based on seasons and unforeseen events. BPO partners can quickly scale their services up or down to accommodate these fluctuations effectively.
  • Round-the-Clock Availability: By partnering with a BPO company, airlines can ensure 24/7 customer support without straining internal resources. This improves passenger confidence and loyalty, especially during emergencies.
  • Advanced Technology: BPO providers employ cutting-edge technology and customer relationship management (CRM) systems to streamline support operations and provide real-time insights into customer interactions.
  • Focus on Core Competencies: Outsourcing customer support allows airlines to concentrate on their core competencies, such as flight operations, safety, and on-board services, while leaving customer care to experts.

Case Study: The Success Story of “AN” Airlines company

“AN” Airlines, a prominent international carrier, faced mounting challenges in managing their customer support operations. High call volumes, multilingual requirements, and difficulty in maintaining a 24/7 support team led to decreased customer satisfaction ratings.

In an effort to regain their competitive edge, “AN” Airlines decided to outsource their customer support to a renowned BPO provider with extensive experience in the airline industry. This strategic move paid off significantly:

  • Enhanced Customer Satisfaction: By leveraging a specialized BPO team, “AN” Airlines provided prompt and personalized support to passengers in their preferred language, resulting in improved customer satisfaction ratings.
  • Cost Savings: Outsourcing helped “AN” Airlines achieve cost savings, as they no longer needed to invest in additional resources and infrastructure for in-house customer support.
  • Scalability: During peak travel seasons, the BPO partner seamlessly scaled their services to meet the increased demand, ensuring that no passenger query went unanswered.
  • Round-the-Clock Support: With a dedicated team managing customer support 24/7, “AN” Airlines strengthened their reputation as a customer-centric airline.

What can we conclude:

As airlines continue to face challenges in managing customer support, outsourcing this critical segment to specialized BPO professionals emerges as an advantageous solution. The expertise, multilingual capabilities, cost-effectiveness, scalability, and advanced technology offered by BPO partners enable airlines to elevate their customer experiences and regain a competitive edge in the aviation industry.

By focusing on their core competencies and entrusting customer support to the experts, airlines can unlock a world of possibilities for their business and passengers alike.