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bburian@mail.arc.nasa.gov
.
© 2009 Aspect Software, Inc. All Rights Reserved.
The Company
Air Deccan, which started operations in 2003 as India’s first low-cost carrier, is a business unit
of Deccan Aviation Private Limited, India’s largest private heli-charter company. It connects 55
destinations in India with 265 flights daily, making it the second largest domestic airline in India.
The airline currently operates a fleet of 14 Airbus A-320 Aircraft and 21 ATR Turboprop
Aircraft with about two aircrafts being added each month. Having flown more than 5.8 million
passengers since its inception, Air Deccan has experienced very rapid growth due to its
aggressive expansion initiatives.
Since Air Deccan deals with travelers at all times, communication is key in providing their
customers the best service possible. In 2005, Air Deccan moved its then 60-seat contact centre
to a new state-of-the-art contact centre facility in Bangalore that accommodates 100 agents,
enhancing the company’s handling capacity several times over. The contact centre’s primary
objective was to help the airline tap into a potential base of customers who wanted to fly but had
neither internet access nor credit cards. Also, the centre would support its interactive website by
handling its customer inquiries, bookings and air ticket cancellations.
The Business Challenge
To achieve the success as India’s first low-cost airline, Air Deccan adopted an array of new
procedures. Besides doing away with in-flight meals, reducing the crew and adding more seats
per flight, it introduced the system of electronic ticketing through which it was able to offer
tickets at 25 to 30 percent lower prices than those of full-service carriers. Using Air Deccan’s
interactive website (www.airdeccan.net), customers can book their e-tickets directly over
the Internet. This website became very popular and soon grew to become one of the largest
e-commerce sites in India.
Air Deccan had a number of challenges that it needed to address as it grew. This included
maintaining its competitive edge of providing simple, fast and efficient ticketing solutions
and customer service, automating its customer interactions to allow agents to easily manage
multiple types of interactions, as well as continue to improve overall performance. Finally, the
contact centre needed to be able to keep pace with evolving global and national customer
requirements for a wider array of services.
Air Deccan realised that its new contact centre required a robust, unified contact centre
solution that would support multiple interaction channels including voice, email, web chat and
self-service. The airline aimed to simplify all its contact centre services and functionalities to
make each process more convenient and more easily accessible to passengers. After evaluating
various options, Air Deccan chose Aspect® Unified IP™.
Products
—— Aspect Unified IP
Results
—— Responds to 25,000 customer
calls on peak days and an
average of 12,000 per day,
generating up to 15 percent of
all ticket sales revenue through
its contact centre.
—— Improved inbound call
handling by 22 percent.
—— Increased agent productivity
by 30 percent.
—— Better customer contacts and
high rate of conversion.
—— Call monitoring of customers
for internal purposes.
Case Study
Air Deccan
Aspect Provides Air Deccan’s India Contact Centre
with Unified Capabilities for Simple, Fast and Efficient
Customer Service
“ Aspect Unified IP has met our
expectations and is supporting
our rapid growth. We started
with a 100-seater and are now
expanding our contact centre
to 130 seats with plans to scale
up to 230.”
Col. Arvind Saksena
Chief Information Officer,
Air Deccan
.
The Solution
“Air Deccan selected Aspect® Unified IP™ because of its proven offering of high reliability,
scalability, flexibility and comprehensive functionality on one platform,” said Col. Arvind Saksena,
chief information officer at Air Deccan. “Combined with around-the-clock customer service from
Aspect and the support of its technology centre in Bangalore, Aspect Unified IP was the right
choice for us. We’ve improved our call handling, increased agent productivity and are turning our
contact centre into a stronger revenue generator for the business as a whole.”
Aspect Unified IP is a complete contact centre solution that unites inbound, outbound and
blended multichannel contact (voice, email, web and fax), while also delivering voice portal,
　
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