Our customer is a leading budget carrier in the UK, based out of Leeds and flying to nearly 40 destinations across UK and continental Europe. As a budget carrier, our customer had to constantly innovate and keep costs under control while offering a high level of service, in line with its brand values.

The airline has outsourced its call centre operations to a contact centre in North England. However the service levels were way below expectations leading to high level of dissatisfaction. The airline felt that they were not getting the appropriate return on their investment.