Startek helped a leading Canada based airline achieve 95% CSAT and 38% cost savings
Download now Startek helped a leading Canada based airline achieve 95% CSAT and 38% cost savings 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. The Challenge 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% Faster resolutions, happier customers Startek deployed a multilingual omnichannel support system powered by GPT-based real-time language translation. By leveraging top-performing agents and customized tools, we rapidly cleared the ticket backlog and improved efficiency. Robust monitoring and industry-specific model refinement ensured seamless and accurate resolution. The result Achieved 95%+ CSAT...
Mar 2025
