Monitoring, Playbooks and Metrics: The Engine Behind Operational Performance
Professionalizing customer service and travel agency support. We implemented an integrated model combining standardized playbooks, proactive platform monitoring and biweekly commercial governance, resulting in higher FCR, lower AHT and complete visibility across every case.
Operational peaks, repeat contacts and limited visibility across travel agencies
Seasonality and operational peaks were generating inconsistent responses, frequent repeat contacts and limited visibility into case status across the airline's travel agency network. The airline needed to stabilize response times during afternoon operating hours, reduce friction in booking changes and new reservations, decrease contacts caused by limited platform knowledge, and gain access to live reporting to support commercial decision-making across ancillaries, revenue and back-office operations.
A unified workflow: customer service + help desk + continuous monitoring
We designed an integrated workflow combining travel agency support, a proactive help desk and continuous platform monitoring. We standardized playbooks for booking changes and new reservations, trained agencies on platform usage and implemented a KPI dashboard with early-warning alerts. Biweekly governance sessions with the commercial team helped prioritize fixes and identify new improvement opportunities.
Operational Performance: Wepartner vs. In-House
| KPI | Wepartner (MX) | In-House (ES) | Difference |
|---|---|---|---|
| Cases Handled | 26,696 | 76,373 | MX ≈ 35% of volume |
| Average Tickets | 6,674 | 6,364 | +310 ↑ |
| FCR (Cases) | 25,708 | 74,277 | -48,569 |
| FCR % | 96% | 97% | −1 pp |
| AHT | 03:51:09 | 04:54:13 | −01:03 min ↓ |
Key Results
Sustained FCR across the operation
Average tickets above the in-house benchmark
Lower AHT vs. the in-house operation
Strategic Benefits
Airline Industry Expertise
A team with airline and contact center experience, supported by playbooks designed for demand peaks and irregular operations. This significantly reduces the learning curve for frontline teams.
End-to-End Visibility
From ticket creation to corrective action, with clear ownership, controlled case aging and KPI dashboards with early-warning alerts to identify deviations before they impact the end customer.
Replicable Model
The model — customer service + agency support + monitoring + governance + KPIs — can be deployed across new routes and markets with minimal ramp-up time.
Stronger Commercial Partnership
Close collaboration with commercial and back-office teams to align platform fixes with revenue objectives. Biweekly communication enables teams to prioritize corrections and continuously test improvement opportunities.
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