top of page
A full-service airline
Contact-centre CSAT
Direct customer complaints
Direct complaints dropped to near zero and CSAT rose 24%, with agents handling responses more clearly and professionally.
The result
A 10-week email-writing programme delivered 20 hours of targeted practice with escalation-specific writing, clarity frameworks, tone control and structured evaluations.
The approach
Most of a 75-agent contact-centre and social-media team operated at an elementary writing level, making escalation handling slow, unclear and inconsistent at 67% overall proficiency.
The challenge
near zero
+24%
Customer Experience & Service Excellence
Aviation
Contact-centre CSAT up 24% as direct complaints fall to near zero
bottom of page