Case Study: Jet2 Improves Employee Oversight Related Articles Case Study: NatWest Boosts Engagement and Automation Definition: Contact Centre Jargon and Terminologies Case Study: SeatGeek Improves Its Forecasting and Scheduling Case Study: SumUp Personalizes Quality and Improves CSAT © Armando Oliveira - Shutterstock - 2305044941 Filed under - Contact Centre News, Case Studies, QStory Jet2 The second-largest UK holiday operator, Jet2 specializes in package holidays and flights out of their Leeds and Manchester HQs. Jet2 has seen huge growth in the last few years. Since the Covid outbreak, they have ridden the wave in what has been a tough year for the travel industry and are looking forward to thriving in 2024. The Challenge Jet2 wanted more control over their contact centre. They had 100% service levels, which meant that they were massively overstaffed. Also, they weren’t aware when people were coming in to work and what they were doing all day. The Solution QStory gave them complete visibility over their operational performance, making sure the agents were arriving on time and carrying out the work that they were tasked with. Results In addition to having more visibility and control over their centre, the agent app/team leader engaged and empowered agents to a level of improved performance. Adherence, attendance and performance improved significantly. The real-time team also thanked QStory for removing the majority of their manual tasks and making their jobs interesting again by turning them from real-time administrators into real-time analysts. 2.7x ROI over 6 months 41,000 coaching sessions autonomously scheduled in 6 months 27,000 break moves in 6 months This blog post has been re-published by kind permission of QStory – View the Original Article For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Read other posts by QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 23rd Oct 2023 Read more about - Contact Centre News, Case Studies, QStory Recommended Articles Case Study: NatWest Boosts Engagement and Automation Contact Centre Jargon and Terminologies Case Study: SeatGeek Improves Its Forecasting and Scheduling Case Study: SumUp Personalizes Quality and Improves CSAT Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter