Customers: Northwest Airlines

The fourth largest airline in the world, Northwest serves more than 50 million passengers every year. Non-business passengers who purchase tickets directly from contact center sales agents are critical to the company, accounting for more than $1.2 billion in annual revenue. To improve service and achieve higher revenue levels while raising agent efficiency at the company’s five contact centers—which handle a total of more than 100,000 inbound calls per day—Northwest Airlines turned to Click2Coach^®. First deployed at the Baltimore contact center, the solution yielded a 2.5 percent increase in sales and a 2 percent reduction in call handling time. Extrapolated across all call enters, that translates to annual revenue gains of $23.5 million and annual efficiency savings of $1.8 million. Read the complete success story.

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