{"id":176660,"date":"2025-09-12T11:57:33","date_gmt":"2025-09-12T11:57:33","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=176660"},"modified":"2025-10-24T07:21:09","modified_gmt":"2025-10-24T07:21:09","slug":"productivity-and-efficiency-boost-with-workforce-optimization-and-chat-concurrency-for-a-us-based-low-cost-airline","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/productivity-and-efficiency-boost-with-workforce-optimization-and-chat-concurrency-for-a-us-based-low-cost-airline\/","title":{"rendered":"Productivity and Efficiency Boost With Workforce Optimization and Chat Concurrency for a US-based Low-Cost Airline"},"content":{"rendered":"
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185% Productivity Boost and Reduced AHT With Workforce Optimization and Chat Concurrency for a US-Based Low-Cost Airline<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
\"Image\"<\/span><\/i>Download<\/a><\/div>
A fast-growing US-based low-cost carrier faced soaring chat volumes and service strain. We doubled chat concurrency, optimized resources, and applied intelligent automation to boost productivity, efficiency, and customer satisfaction.<\/span><\/div><\/div>

Share this Post<\/p>

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About the Client<\/h1>\nThe client is a low-cost carrier enabling affordable travel across the US.\n<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\nThe client\u2019s rapid growth and shift to digital channels drove soaring chat volumes and frequent disruptions. Still, without expanding capacity or partners, this led to agent burnout and declining service quality.<\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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0<\/span>%<\/span><\/div>
100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution <\/h1>\nWe helped the client overcome capacity constraints by doubling chat concurrency (two to four per agent) while improving CSAT, AHT, and SLA through a four-phase consulting framework, leveraging intelligent analytics, automation, and flexible staffing to boost productivity and optimize resources.<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Results<\/h1>\n<\/div><\/div><\/div>
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Increased <\/h1>\n<\/div><\/div><\/div>
0<\/span>%<\/span><\/div>
Productivity Boost<\/div><\/div><\/div>
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0<\/span>%<\/span><\/div>
Chat Completion Rates<\/div><\/div><\/div>
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Reduced <\/h1>\n<\/div><\/div><\/div>
0<\/span>%<\/span><\/div>
FTE Requirement <\/div><\/div><\/div>
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Decreased <\/h1>\n<\/div><\/div><\/div>
0<\/span>%<\/span><\/div>
AHT (in the first 60 days of engagement)<\/div><\/div><\/div><\/div><\/div>

Tools Partner\n<\/h1>\n<\/div><\/div><\/div>\"Image\"<\/span><\/div><\/div><\/div><\/div>

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185% Productivity Boost and Reduced AHT With Workforce Optimization and Chat Concurrency for a US-Based Low-Cost AirlineCASE STUDIESDownloadA fast-growing US-based low-cost carrier faced soaring chat volumes and service strain. We doubled chat concurrency, optimized resources, and applied intelligent automation to boost productivity, efficiency, and customer satisfaction.Share this PostAbout the Client The client is a low-cost carrier enabling affordable travel across … <\/p>\n

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