Case Study | Egyptair Consultancy and Training
Case Study | Egyptair Consultancy and Training
Case Study | Egyptair Consultancy and Training
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Vodafone<br />
International<br />
Services<br />
<strong>Case</strong> <strong>Study</strong> | <strong>Egyptair</strong> <strong>Consultancy</strong> <strong>and</strong><br />
<strong>Training</strong><br />
Imagine a coach smoothly walking you through a<br />
critical transformation
<strong>Egyptair</strong> <strong>Consultancy</strong> <strong>and</strong> <strong>Training</strong> <strong>Case</strong> <strong>Study</strong><br />
“Vodafone International Services provides world-class consultancy <strong>and</strong><br />
training services to help EGYPTAIR’s call center exceed its potentials by<br />
boosting the quality of operations <strong>and</strong> customer calls to achieve highest<br />
customer ratings…”<br />
The Business Need<br />
<strong>Egyptair</strong> is one of the world’s pioneer airlines. In its efforts to offer<br />
its customers around the globe better flight connections <strong>and</strong> more<br />
comfortable travel, in 2008, the company joined the Star Alliance Network,<br />
the largest <strong>and</strong> most respected airline alliance program in the world.<br />
As an alliance member, <strong>Egyptair</strong> had to uphold the highest industry<br />
st<strong>and</strong>ards in all operational aspects. The company embarked on an<br />
initiative to reformulate its customer care <strong>and</strong> customer service programs<br />
to reach world-class levels. The company decided to begin with a<br />
complete alteration of its call center department, a critical hub that<br />
receives hundreds of daily calls <strong>and</strong> directly impacts company image.<br />
The Solution<br />
<strong>Egyptair</strong> commissioned Vodafone International Services (VIS), the<br />
regional experts in customer service consultancy <strong>and</strong> training, to help<br />
in transforming the company’s call center into a flagship department<br />
through devising a new departmental structure, fresh quality processes,<br />
<strong>and</strong> elite managerial <strong>and</strong> staff training programs.<br />
In August 2010, VIS team started off with a complete situation analysis<br />
to st<strong>and</strong> on the quality gaps to be addressed in different aspects of the<br />
call center operations. The team closely observed the existing flow<br />
of processes, ran detailed interviews, <strong>and</strong> conducted meticulous job<br />
shadowing on staff members <strong>and</strong> managers.<br />
After careful evaluation, in October 2010, VIS quality findings m<strong>and</strong>ated<br />
the execution of critical changes in the department’s structure, a<br />
redistribution of roles <strong>and</strong> responsibilities <strong>and</strong> a new workflow. Thanks to<br />
proper placement <strong>and</strong> execution, the internal process of receiving <strong>and</strong><br />
routing customer calls as well as interdepartmental interaction between<br />
agents became much more efficient <strong>and</strong> effective.<br />
VIS team also introduced a drastic adjustment in the department’s quality<br />
system. The team placed top notch measures for h<strong>and</strong>ling customer calls<br />
<strong>and</strong> reducing customer escalations. According to best practices known<br />
around the globe, VIS team delivered comprehensive training for the staff<br />
on expert responses <strong>and</strong> world-class methodologies needed to deal with<br />
inbound customer calls over the phone.<br />
VIS team then tailored a professional monitoring system to rate customer<br />
calls <strong>and</strong> evaluate employee performance. Using a set of attributes<br />
<strong>and</strong> key performance indicators (KPIs), VIS team availed an easy-to-use<br />
form for managers to employ while measuring, tracking <strong>and</strong> analyzing<br />
performance.<br />
VIS team also delivered a complete custom-made quality training for the<br />
managerial level employees to walk them through the new systems <strong>and</strong><br />
the benchmarks they should be keen on driving the department to achieve<br />
through every <strong>and</strong> each step of the new workflow.<br />
Finally, VIS team provided a special training to team managers by which<br />
they learn how to coach new members on the newly established quality<br />
systems <strong>and</strong> how to give direct <strong>and</strong> constructive feedback on performance<br />
<strong>and</strong> sudden issues; concluding the exercise with a guidebook that team<br />
managers can revert to as a point of reference.<br />
According to VIS follow-up practices, in November 2011, the team visited<br />
<strong>Egyptair</strong> call center <strong>and</strong> held one-to-one interviews to ensure complete<br />
calibration <strong>and</strong> successful adoption of the new quality framework placed<br />
by VIS.<br />
The Benefits<br />
• Full-Fledged Situation <strong>and</strong> <strong>Training</strong> Analysis<br />
• Custom-Made <strong>Consultancy</strong> <strong>and</strong> <strong>Training</strong> Programs<br />
• Increased Efficiencies in Internal Operations<br />
• World-Class Phone Skills <strong>and</strong> Techniques for Staff<br />
• Efficient Call Center Management Practices<br />
• Reduced Number of Customer Escalations<br />
• Astounding Customer Satisfaction Rates<br />
To find out more about how EGYPTAIR employed Vodafone International Services<br />
consultancy <strong>and</strong> training services<br />
For more information email us at vis@vodafone.com<br />
or<br />
visit vis.com.eg<br />
Vodafone International Services ... The Power of Partnership
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