Read Jet2's Case study here.

See how the customer contact operation at Jet2 has been transformed, to sustain growth and be increasingly agile in a challenging market, with homeworking, real time automation and digital channels.

Summary
Transformation over the past 18 months has been rapid, powered by planning, resource strategy and technology. This is made possible by a culture that embeds change, to drive benefits and become increasingly agile. Homeworking is highly developed and fast-growing, with UK-wide recruitment and a robust virtual support network. Real Time automation (ARTI) from QStory is freeing up time for analysis and supporting homeworkers. Digital development plans include chatbots, asynchronous and in-app messaging. There’s been a hugely positive impact on colleagues and customers, with annualised attrition down to just 18% and adherence up to 82%, both in sales. What’s more, Jet2.com and Jet2holidays were the only travel sector businesses to feature in the Top 25 of the UK Customer Satisfaction Index.

This story will interest all planning teams, whilst some may be looking to understand how to implement at pace or gain the most from external partnerships. Jet2 are also entering the supplier/client awards with QStory for their implementation of Real Time Automation.

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here