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Customer Support for a Leading European Airline

Wizz Air is the largest low-cost airline in Central and Eastern Europe. Since it was founded in 2004, Wizz Air has carried over 34 million passengers to 44+ countries.

  • Industry Airline
  • Location Hungary
  • Size 5000+ employees
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About the project

  1. Challenge

    Wizz Air needed to expand its team to provide faster and better customer support in multiple languages ​​in order to reduce waiting times and improve service quality. Also, as with any airline, Wizz Air has high and low seasons, which entails a number of peculiarities in the work of the support service and in the formation of the headquarters. Our goal was to scale up and down our team quickly, so that our services remain the most efficient and adaptable to workload variability in terms of project budget, and customer requests are handled efficiently and without delays.

  2. Key requirements
    • Excellent knowledge of Wizz Air policies, rules and features
    • Fluency in language skills in accordance with the labor market and direction of application processing
    • Efficient workflow during high and low seasons
    • Implementation of innovative solutions to optimize the work process and save jobs, while saving the budget
    • Achieving performance targets, working on process improvement
  3. Solution

    Simply Contact helped Wizz Air build a customer support service that now handles over 8000 calls a day in 7 different languages.
    The implementation of the "blended support" model by Simply Contact made it possible to find a balance, avoid agent overload and, as a result, achieve even better results.

  4. Tasks we fulfill
    • Making outgoing calls to inform customers about changes in flight schedules, adjustments to reservations, etc.
    • Sending payment confirmations and travel itineraries, handling early bookings and cancellations
    • Resolving customer claims and complaints in writing on behalf of Wizz Air, processing requests and claims from competent authorities
    • Group mailbox handling, written responses to questions and requests on behalf of Wizz Air
    • Answering incoming calls from travel agencies and groups, managing customers in line
  5. Achievements
    • Successful implementation of the "blended support" model, which made it possible to evenly distribute the workload among departments
    • Agents trained to handle multiple communication channels reduced bounce rate by 5% for call center department
    • 80% of calls are answered within the first 35 seconds
    • Maintains an average utilization rate of 85% in both high and low seasons
    • Fulfillment of all goals set by the customer with the help of a flexible approach and innovative solutions
Case

Results

Simply Contact has expanded staff and developed an effective analytics and monitoring process to ensure high quality service. Our specialists created an effective method of training and testing agents' knowledge, which was fully supervised by a professional support team. Leading analytical methods allowed us to work effectively on improving the skills of agents, and therefore on improving the results of the entire project. We managed to significantly reduce the waiting time of customers, increase the overall percentage of satisfaction. A multi-channel and multilingual approach allows us to provide quick and efficient responses to all customer inquiries 24/7.
Also, thanks to the introduction of the new blended-support system, we managed to save jobs and the customer's budget, effectively processing requests both in high and low seasons.

  • 8000

    calls handled per day

  • 200+

    agents on the line

  • 85%

    of utilization in both high and low season

  • 7

    languages of service

Testimonial

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Wizz Air and Simply Contact started cooperation and launched a project in the field of customer support in January 2020. The collaboration portfolio is based on call center operations, handling of written requests, real-time chat services and group booking support. Simply Contact processes calls and requests in different languages ​​- English, Arabic, French, Italian, Ukrainian and Russian. During our joint work, Simply Contact has proven itself as a reliable and flexible partner, which is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions

Tsvetoplama Stoyanova
Wizz Air contact center manager

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