Improved customer service performance even during COVID-19: IndiGo has been a pioneer in offering customer services, in a hassle-free manner. Digital platforms were enhanced to ensure self-service of the customers thus reducing call volumes. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):Ĭhange in consumer behaviour: Steering the customer behaviour to adopt digital channels was one of the key achievements especially in country like India, where consumer prefer to talk to agents. The key performance indicators are: Service levels, Customer satisfaction score and complaints per flown passenger.īefore July’2019 average call vol per month was 6.5 lakhs, with service level of 95% and customer satisfaction score of 4 on 5-star rating scale & internal quality scores at 89%.Įxplain why the achievements you have highlighted are unique or significant. Other business are dedicated services for travel agents, corporates, Live chat, 6E rewards, Air-Sewa &Code share. Disruption Management Desk– To re-accommodate every customer in case of cancellation or rescheduling Mishandled Baggage Desk- Specialized desk for tracing lost, misplaced/mishandled baggage expeditiously. Centralised Payment Help Desk- Resolve payment issues. Priority Service Help Desk–Proactively call customers in case of any identified service failure even before customer complaints. Special Assistance Desk–To assist passengers with special needs like wheelchair, stretcher etc.
The critical line of business besides taking inbound calls include: The call centres are enabled with state-of-the-art technology to help customers. 1100+ seats providing 24*7 service to 14 different line of businesses. In last 15 years, it has spread its wings to over three domestic and one international location. IndiGo call centre commenced its operations in the year 2006 at Gurugram with 50 seats. In true sense, call center services were simply shifted from voice to chats with no customer impact.īriefly describe the nominated team: its history and past performance (up to 200 words): Given the agility of our staff and state-of-technology, we diverted calls to chats and enabled every resource to access chats even on mobile, not waiting for computers to reach home. OIssuance of bag tag for contactless journey.Ĭovid-19 Response Management: We received unprecedented volumes with 500% increase. ODigitised usage of credit shell to book new tickets online OProactively revalidated existing travel vouchers. OEffective handling of payment failure issues Digital platforms: Constant review of volume led to below enhancements OAnnouncement of booked flight for registered callers
OAnnouncement of travel guidelines during pandemic Drove Automation through enhancements in IVR process Robust empowerment to solve customer queries Closing the loop conversations: Follow-up with customers to ensure the query was adequately resolved Operating specialised deskse.g., mishandled, payment desk etc– helps in customised, personalised experience. Know your customer: Empower agents with relevant customer information such as upcoming flight details, past travels etc. Automation & Digitization to reduce manpower by 30% Improved efficiency by 25% through process improvement Enhanced customer experience,improved CSAT score from 4 to 4.6 and service levels of 99% Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - All Other Industries Nomination Title: Contact Center of the Year (Over 100 Seats) - All Other Industries Nomination Category: Customer Service & Call Center Awards Team Categories IndiGo has become synonymous with being on-time. We primarily operate in India’s domestic air travel market as a low-cost carrier with focus on our three pillars – offering low fares, being on-time and delivering a courteous and hassle-free experience. Company Description: IndiGo is India’s largest passenger airline with a market share of 53.9% as of December, 2020.
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