highly competitive world of airline travel, keeping customers happy can go a
long way toward earning loyalty and building repeat business. One area that
perhaps offers the greatest customer impact is in the airline’s contact center
operation where unexpected or uncontrollable variances may cause long hold
times for customers.
search to minimize hold time for customers, Southwest discovered virtual
queuing from Virtual Hold Technology. The solution enables callers to literally
hang up on hold time while the software keeps their place in line and calls
them back when it’s their turn.
On the first day of implementation in April 2009,
Southwest saw immediate results with reduced physical queue times – and on the
social networking website, Twitter. With more callers taking advantage of the
callback option, average speed of answer improved by 47 percent. In addition,
Southwest has saved 25 million toll minutes, or the equivalent of over 47 years
of hold time taken out of the call center.