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International airline exceeds sales conversion targets 21 months running

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Industry

Technology

Challenge

The aviation sector encountered extraordinary operational and financial challenges during the COVID-19 pandemic, with mass flight cancellations, a surge in customer enquiries, and acute revenue declines. As global travel resumed, the airline faced mounting pressure to restore customer trust, resolve a significant backlog of complex enquiries, and rapidly recover its sales performance within the contact centre environment. Addressing these challenges required a robust, compliant, and scalable approach to workforce management, sales process optimisation, and customer experience strategy.

Results

Through the deployment of a comprehensive sales transformation program, Probe CX delivered measurable improvements in contact centre performance for the airline. Targeted interventions in contact centre optimisation, including advanced recruitment, tailored sales training, quality assurance, and data-driven process improvement, resulted in an annual revenue increase of over $4 million, a 25% uplift in sales revenue, and a 17% increase in sales conversion rates. Notably, the airline exceeded its sales conversion targets by 14% for 21 consecutive months, with customer satisfaction and quality metrics reaching new benchmarks for excellence.

Key Product

Product one

$5.4M+
Manage Spend
100+
Deals Completed
7.6x
ROI
$2M
Cost Savings

Partnering with Growth has transformed our business. Their cutting-edge strategies and AI-powered targeting have significantly boosted our online presence and revenue.

Sarah Johnson

Chief Marketing Officer @ StellarForge

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About your Customer

Probe CX is a global customer experience and business process outsourcing provider, delivering managed CX solutions, digital enablement, and operational excellence across 24 markets.

The Challenge

The COVID-19 pandemic caused unprecedented disruption for the aviation industry, triggering mass flight cancellations, a dramatic influx of customer enquiries, and substantial revenue losses. As travel restrictions eased, the airline needed to urgently address a backlog of unresolved customer issues, rebuild trust with dissatisfied passengers, and re-establish sustainable sales performance within its contact centre. These pressures were compounded by the need for operational resilience, compliance with strict data security requirements, and a renewed focus on customer experience strategy.

The Solution

The airline sought a partner with demonstrated expertise in contact centre optimisation, sales transformation, and large-scale customer experience management. After evaluating multiple providers, the airline engaged Probe CX for its proven track record in the aviation sector and its ability to deliver both operational excellence and data-driven workforce transformation. Probe CX implemented an integrated solution encompassing advanced talent acquisition, sales-focused training, robust quality management, and process automation. This approach enabled rapid upskilling of contact centre teams, improved sales processes, and established a culture of continuous improvement and compliance.

The Results

The collaboration with Probe CX delivered significant and sustained improvements. The airline achieved an annual revenue increase exceeding $4 million, with sales revenue growing by 25% and sales conversion rates rising by 17%. For 21 consecutive months, the airline surpassed its sales conversion targets by 14%, while quality assurance and customer satisfaction metrics reached record highs. These outcomes underscore the value of a strategic, people-centric, and data-driven approach to contact centre optimisation and sales transformation in the aviation industry.

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