Inthe airline business, every second counts, especially when it comes to customerexperience. Average Handle Time (AHT) is one of the clearest indicators of howwell an airline balances efficiency with service quality. When AHT drags,passengers wait longer, frustration builds, and costs rise.
Topcarriers know that cutting AHT is more than speed. It’s about precision. That’swhy many turn to Business Process Outsourcing (BPO) partners who specialize inairline CX. These teams bring the scale, technology, and operational disciplineneeded to streamline workflows and help agents resolve issues faster - withoutsacrificing empathy or accuracy.
Yourpartner BPO must understand the travel industry inside out and use that insightto deliver smarter, faster customer support.
The 12 BPO-Led AHTReduction Tactics
LeadingBPO partners approach AHT optimization through a structured blueprint thatintegrates technology, process refinement, and agent enablement. Each tactic isdesigned to remove friction from the customer journey while preserving thequality of engagement.
Afterreading this guide, you’ll gain a few strategies you can apply to your ownoperation to meaningfully reduce AHT and enhance your customer experience.Let’s dive in.
Process & TechnologyStreamlining
Thefoundation of AHT reduction lies in eliminating unnecessary steps andempowering agents with instant information.
1. Hyper-Optimized Knowledge Base & AI-Driven Agent Assist
BPOsrecognize that search time is dead time. They replace fragmented systems with asingle, comprehensive Agent Knowledge Base (KMS) specifically tailored for thecomplexities of flight reservations, fare rules, and irregular operations(IROPS).
● ActionableInsight:The KMS is often integrated with AI-powered Agent Assist tools. These toolslisten to the live conversation, transcribe it in real-time, and proactivelysuggest the most relevant policy documents, scripts, and next steps directly onthe agent's screen. This can reduce time spent searching for answers by up to30%.
● AviationFocus:Includes real-time updates for complex topics like baggage policies, customsrequirements, and dynamic pricing rules.
2. Unified Agent Desktop (UAD) Integration
Amajor time sink is agents toggling between multiple screens and applications(e.g., GDS, CRM, ticketing platform).
● BPOSolution:A UAD consolidates all necessary tools and customer data (360-degree view) intoa single, intuitive interface. Agents access booking history, loyalty status,and service notes without clicking away.
● Result: Thissingle-pane-of-glass approach dramatically cuts down on "Swivel-ChairTime" and data entry errors, contributing significantly to a lowerAHT.
3. Intelligent Call & Skills-Based Routing (SBR)
Directinga call to the right agent on the first attempt is the most critical step in AHTreduction.
● BPOExpertise:Advanced Interactive Voice Response (IVR) and SBR systems analyze thecustomer's intent (often through speech analytics or pre-call data) and routethe call to an agent with the specific expertise needed—be it rebooking due toIROPS, processing a complex refund, or handling a premium loyalty inquiry.
● Impact: Eliminating unnecessarytransfers and escalations saves valuable minutes, boosts FCR rates, andenhances the passenger experience.
4. Post-Interaction Automation (After-Call Work Reduction)
After-CallWork (ACW),which includes data entry, logging notes, and initiating follow-up tasks, is acore component of AHT.
● RoboticProcess Automation (RPA):BPOs deploy RPA bots to automate high-volume, repetitive ACW tasks. Forexample, a bot can automatically update the CRM with call notes based on theagent's summary and trigger an email confirmation, all while the agent preparesfor the next call.
● DataPoint:Studies show successful ACW automation can reduce overall AHT by 15-20%.
Agent Performance andTraining Excellence
Ahigh-performing agent is a quick-resolving agent. BPOs invest heavily in humancapital to ensure agents are confident and competent.
5. Industry-Specific Onboarding & Continuous Training
Ageneric training program won't suffice for the complex, regulated world ofairlines.
● BPOAdvantage:Outsourcing providers build specialized training academies focusing on AirlineDomain Knowledge. Training modules cover global distribution systems (GDS),IATA regulations, ticketing protocols, and cultural nuances for globalpassengers.
● Methodology: Training utilizesreal-world airline scenarios, role-playing, and simulator environments,ensuring agents are prepared for issues like weather delays, mechanicalfailures, and sudden gate changes, which are all high-AHT risk factors.
6. Real-Time Performance Coaching and Analytics
Monitoringand intervention in real-time prevents minor delays from becoming major timesinks.
● BPOTools: SpeechAnalytics software analyzes conversations for keywords, dead air, excessivehold time, and compliance issues. Supervisors receive real-time alerts.
● CoachingModel:Supervisors use features like "Whisper Coaching" (where onlythe agent hears the advice) to guide them through complex transactions or topolitely take control of an overly verbose conversation, correctingAHT-inflating behaviors instantly.
7. Standardized, Dynamic Talk Tracks (Not Rigid Scripts)
Rigidscripts sound robotic and often fail in complex airline interactions, leadingto confusion and longer calls.
● BPOStrategy:BPOs develop dynamic talk tracks (or "smart scripts") thatprovide the agent with key talking points, compliance phrases, and empathystatements, allowing for natural conversation flow while ensuring all requiredinformation is gathered and delivered efficiently.
● Benefit: These tracks areoptimized to front-load critical questions, getting to the root cause of thecall faster.
8. Emphasis on Call Control and Active Listening
Agentsmust politely but firmly guide the conversation to resolution.
● TrainingFocus:BPO agents are coached to use bridging statements ("I see, and toconfirm your new itinerary...") and effective summarization techniques tosteer the dialogue away from irrelevant chatter and confirm resolution beforeending the call.
● Objective: Reduce "UnproductiveTalk Time" without sacrificing empathy or rapport, maintaining a focuson respecting the customer's time
Data-Backed Insights andStructural Optimization
BPOsutilize powerful analytics and operational redesigns to achieve sustained AHTimprovements.
9. Root Cause Analysis (RCA) of High-AHT Calls
Insteadof just tracking the metric, BPOs hunt for the why.
● BPOProcess:They analyze recordings of calls with unusually high AHT to identify systemicissues: Was it a lack of knowledge? A flaw in the process flow? A systemoutage? Or was it a self-inflicted customer issue (e.g., confusion over websiteinstructions)?
● Value: By identifying the rootcause, the BPO can recommend strategic solutions to the airline, such asimproving a self-service option or clarifying a fare rule, thereby proactivelyeliminating future high-AHT calls at the source.
10. Optimizing First-Contact Resolution (FCR)
FCRis inversely proportional to AHT. Higher FCR means fewer costly, time-consumingfollow-up calls.
● Focus: BPOs structure agenttraining and tools to maximize the chance of resolving the issue in the initialinteraction. This is achieved through the UAD, SBR, and comprehensive KnowledgeBase (points 1, 2, 3).
● MeasurableResult:A BPO focused on FCR can demonstrably lower the total handle time for acustomer issue, even if the initial AHT is slightly above average,because it eliminates the need for a second or third call.
11. Customer Authentication and Verification Streamlining
Securityand regulatory compliance are non-negotiable, but lengthy security checksinflate AHT.
● BPOInnovation:BPOs implement advanced, secure authentication methods, such as VoiceBiometrics or integrating verification into the IVR/chatbot flow beforethe customer reaches a live agent.
● Benefit: The agent is presentedwith a "verified" status and pre-populated customer data, cuttingdown the crucial 30-60 seconds spent on manual verification at the start ofevery high-security call (e.g., flight change requiring payment).
12. Strategic Use of Self-Service Deflection (Automation)
Thefastest handled call is the one that never reaches a live agent.
● BPOStrategy:BPOs deploy AI Chatbots and Advanced IVR to handle high-volume,low-complexity inquiries (e.g., "What is my flight status?,""Can I check in online?"). These automation tools offer instantresolution and divert simple inquiries away from human agents.
● AgentFocus:This deflection frees up live agents to focus exclusively on complex,high-value, and high-AHT interactions that require human judgment, ensuringthey can dedicate the necessary time to solve the problem withoutfeeling rushed by a long queue of simple calls.
The 1Point1 Advantage:Precision in Airline Call Center Operations
Foran airline seeking a partner to achieve sustained, quality-focused AHTreduction, selecting a BPO with deep industry expertise is key.
1Point1 goes beyond generic callcenter management by integrating these 12 strategies into a single, cohesiveframework built around the passenger lifecycle. Our specialization in thetravel and hospitality sector means we don't just reduce AHT; we optimize thetotal service delivery, aligning cost-efficiency with superior passengersatisfaction.
Choosingan expert partner ensures your airline call center moves from a cost center toa strategic asset, delivering rapid, high-quality resolution thatstrengthens brand trust and passenger loyalty in a hyper-competitive market.
Readyto transform your passenger experience into a real dreamy one? Contact 1Point1.
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