Unlocking customer experience gains
Introducing Genesys Workforce Management further improved the customer experience. “Our managers never knew if we were understaffed or overstaffed,” said Tadesse. “Now, with real-time data, they accurately forecast and schedule resources, ensuring agents with the right skills are always in the right place at the right time.”
As a result, Ethiopian Airlines has seen service levels soar from 70% to 95%, with higher first-call resolution and sizeable reductions in abandoned calls (from 20% to 3%). Call-answer times have dropped from 20 to 8 seconds. And, the company can make changes like updates to IVR menus and messages within minutes — and without having to pay for external support.
When the COVID-19 pandemic struck, the airline rapidly invoked home working. Despite an avalanche of calls about flight refunds and rescheduling requests, service levels held up well.
“We had been thinking of hiring another 100 agents,” said Tadesse. “However, thanks to Genesys Workforce Management, we coped with pandemic spikes okay. And, although we busted our license count at times, Genesys stepped up and agreed to waive any charges. That’s what true partnerships are all about.”
Growing website revenues
With two weeks of implementing Genesys Predictive Engagement, the airline not only gained insights about website journeys, it also leveraged artificial intelligence (AI) and analytics to uncover behaviors and interests of visitors. This allowed the company to offer tailored deals through web chat. Ethiopian Airlines also can engage customers through the website with attractive travel packages that were created as a result of tracking real-time statistics and data.