A leading Canada based airline renowned for connecting major Canadian and U.S. cities with budget-friendly air travel, faced significant operational challenges. Offering services like reservations, refunds and handling flight disruptions, they needed a partner to enhance customer satisfaction and streamline operations. Startek partnered with them to improve efficiency, reduce costs and elevate their customer experience.
Low CSAT scores
below 80%
High operational
costs of
$25/hour
for onshore agents
Backlog of thousands of unserved tickets impacting customer experience
Limited language
translation
accuracy at 76%
Achieved 95%+ CSAT
Reduced operating costs by 38%
Increased handle time to 6.5 cases/hour
Improved translation accuracy to 98%+
Cleared thousands of tickets within days
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