Air Miles

Situation
Air Miles started in April 2017 at Cygnific with the aim to take the Air Miles customer service to a next level. In 2013 Air Miles changed the regulations of their program, Air Miles would not be valid indefinitely anymore, but would expire after 5 years. In 2018 the first batch of Air Miles would expire, which increased the customer service requests.

Offered services
Phone, email service & Social Media (channels Facebook and Twitter)

How
A team of internal Cygnific agents was set up to assist with the customer service requests. Agents were trained on the redemption of Air Miles and could assist customers with their questions.

Results
A team of 8FTE assisted Air Miles with the redemption of the Air Miles until the incoming volumes went down.

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