WestJet enhances guest experience with virtual hold technology
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Westjet
Demand for air travel is resulting in busier contact centers for airlines like WestJet, one of Canada's leading air carriers.
In May 2010, WestJet flew 125,000 more guests than in May 2009, and more guests can mean only one thing: more guest interactions. While WestJet uses sophisticated workforce management strategies to ensure that callers receive a world class experience, events such as special promotions and unexpected weather can make consistently achieving high performance targets a challenge.
In late 2009, WestJet purchased a Virtual Hold® solution to support delivery of great guest experiences during events that lead to higher hold times. In six months, WestJet guests have avoided more than 13 million minutes of hold time by choosing the Virtual Hold option.
Virtual Hold Technology®, LLC (VHT®), develops the virtual queuing solution that helps eliminate hold time for WestJet's guests. When hold time is more than a few minutes, the Concierge® solution offers to keep guests' place in line and call them back when it's their turn to speak to an agent. With this option, WestJet guests are no longer tied to a phone when the number of calls exceeds the number of agents. The Rendezvous® solution expands the functionality of Concierge by offering guests the opportunity to schedule a callback at a convenient time.
"Customer-centric organizations like WestJet are not satisfied with so-so guest experiences, and they use solutions like Virtual Hold to show their guests that they respect their time," according to VHT Vice President Eric Camulli. "Through the elimination of hold time, WestJet is improving the experience for their guests -- before they even board an airplane."
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WestJet enhances guest experience with virtual hold technology 
