Marupe, Latvia, Feb 11, 2021 -- Latvian airline airBaltic in 2020 handled more than 997,000 passenger inquiries made via call center, e-mail and social media. While airBaltic carried 73 percent less passengers than in 2019, the number of passenger inquiries increased by 26 percent.
Martin Gauss, chief executive officer of airBaltic said, "As soon as the first travel restrictions were enforced in March 2020, we saw a significant increase in the number of inquiries received from our passengers. Throughout 2020, we were a reliable source of information for passengers on different and changing travel restrictions through Europe."
"Initially the growing number of calls and e-mails led to longer waiting times for our customers. We immediately improved our customer care and call centre capacities. By adding additional personnel, we maintained our high service levels," Gauss added.
For a few months in 2020, the average call duration exceeded 14 minutes, up from 3:30 minutes as the previous average. At the same time, airBaltic managed to maintain the average waiting time in the queue under one minute.
While the number of incoming calls and e-mails increased by 23 percent and 26 percent respectively, the number of conversations on social media doubled. airBaltic is actively working to improve the service it offers for customers on Facebook Messenger and other social media platforms.
The safety and health of passengers is airBaltic’s top priority. airBaltic has introduced strong health measures and the flight operations follow the recommendations issued by authorities.
Veronica Silva Cusi, news correspondent
airBaltic (Air Baltic Corporation AS) is one of the most punctual airlines in the world connecting the Baltic region with over 60 destinations in Europe, the Middle East, and the CIS. airBaltic is a joint stock company that was established in 1995. Its primary shareholder is the Latvian state, which holds 96.14% of the stock, while Lars Thuesen holds 3.86% through his fully-owned Aircraft Leasing 1 SIA. airBaltic operates 22 Airbus A220-300 aircraft. airBaltic has received numerous international awards for excellence and innovative services.
Published: Friday, February 12, 2021
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
PH: (+61) 406 501 368
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...