The airlines industry, across the globe, today faces a slew of challenges. In the harshly competitive global business environment, improving business processes to enable streamlined operations is the key to survival. Companies in the industry now focus on enhancing processes in all areas, from cargo, pricing and fares to customer service.

Consider the challenges facing the industry. Travelers complain of high wait times signaling falling levels of customer satisfaction. Revenue leaks happen due to inefficient passenger revenue accounting or inadequate reconciliations. The focus is firmly shifting to enable smoother back office operations so that these challenges can be addressed effectively. As your partner in resolving these issues, NIIT BPO provides comprehensive airline BPO services.

Offerings

As a competitive airline, you require a comprehensive approach to delivering efficient and effective processes. For instance, you would see definite benefits in having thorough fare audits, enabling prompt baggage services, or deploying efficient revenue accounting. But for a sustained creation of value over the years can emerge only out of a broader exploration of the business processes.

NIIT BPO is a strategic partner to IATA, and has the know-how to provide you with end-to-end airline BPO solutions, covering pre-flight, post-flight and revenue accounting. The services we offer are:

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Business Value

We have consistently employed our expertise in offering BPO services to aviation industry in areas, such as, reservations, baggage services, crew management, fare loading, CRM, loyalty management programs, post-flight services, revenue accounting, and website development & management.

Some of the key benefits that NIIT BPO customers have been able to derive include:

• Substantial savings in operational costs
• Improved revenues
• Reduced average handling time and abandonment rates
• Improved customer satisfaction scores (CSAT)
• Increased Sales Conversion
• Improved process productivity (through real-time optimization of resource utilization and through cross-utilization)
• Significant reduction in errors in back-office transactions
• Ability to deal with fluctuations through cross training
• Enhanced quality control via in-built controls, governance mechanisms, and gap analyses
• Robust and enhanced data security
• Incisive insights with real-time reports and analyses delivered through effective dashboards and customized workflow applications
• Analytical data that helps customers understand the areas of improvement in its own business.