Introduction: Alaska Airlines is the ninth-largest U.S. airline and is the dominant West Coast air carrier. Headquartered in Seattle, Alaska Airlines manages more than 800 agents located in three contact centers throughout North America, and is innovative in the way it has leveraged technology to deliver a better customer experience. Alaska Airlines was the first airline to sell tickets on its website, allow web check-in and install self check-in kiosks at airports.
The Business Challenge: The Alaska Airlines contact centers manage reservations, flight information and notifications, baggage claims and other passenger requests that come from both online and traditional phone interactions. As its call volumes continued to increase and the calls themselves became more complex and lengthy, the airline recognized that it needed to place an emphasis on retaining the contact center’s knowledgeable and skilled agents in order to keep service levels high and improve the average speed of answer.
The Solution: To address employee morale issues, reduce costs and better retain its highly skilled agents, the airline explored the possibility of allowing agents to work from home, an option that had been specifically requested by the agents. It was expected that an at-home agent set-up would help improve absenteeism and attrition, improve productivity, performance and work/life balance.To test this, the airline needed to do a pilot program first. Click here to read more on Alaska Airlines