An airline never sleeps: teams in several time zones, passengers speaking several languages, call spikes when a flight is delayed or cancelled. Our platform is designed to absorb those spikes.
Absorbing call spikes
- Queues by reason: reservations, flight changes, baggage, special assistance.
- The virtual line: during a disruption, the passenger keeps their place and is called back in turn, instead of staying on the line.
Measuring call centre efficiency
In an airline, serving passengers well can be measured: how many wait, how many hang up, how many agents are needed, and at what hour. The platform’s statistics answer these questions continuously.
- Service level: set the target response time and see the share of calls answered within it.
- Waiting and abandonment: average wait time, answered and unanswered calls, abandonment rate.
- By hour and by day: spot the peaks (delays, cancellations, holiday periods) to plan staffing, including across time zones.
- By queue: compare reservations, baggage and special assistance, and see where waiting gets longer.
- By agent: call volume, conversation length, logged-in time, pauses and occupancy rate.
- The virtual line, measured: number of callbacks requested, and the position in the queue when the caller arrived and left.
- Beyond the numbers: call transcripts and summaries help understand why a conversation was long or difficult.
Data can be exported to CSV for your own reports. See call centres and advanced statistics.
Serving each passenger in their language
A virtual receptionist that routes calls by language and reason, with speech-synthesis messages.
Informing by SMS
- SMS for delay, gate-change or cancellation notices, with the passenger’s consent.
- A single number the passenger recognizes and can call back.
Teams around the world
- Sites and stations connected by SIP trunks, so teams call each other by simple extension number. See custom development.
- Agents working remotely or on the move, with softphones.
- Schedules and messages by time zone.
Documenting claims
- Call recording and transcripts with summaries: a claim file, for example for lost baggage, is built from what was said.
- Permissions and an audit history of access: see Bill 25 compliance.
Going further
AI call agents for routine questions, voice-controlled menus and integration with your reservation systems: see custom development.
Let’s see what Florence can do for your organization.