Custom Solutions for Major Airlines

Key Results

The Problem

Our client is a leading provider of assisting many of the nation’s largest airlines and its passengers with delayed, lost, or damaged assistive devices. The client needed support with their inbound lines and back-office work from 8:00 AM – 5:00 PM CST Monday – Friday.

This client provides a unique and time-sensitive service. So, they were looking for a provider that could build a completely customized solution. That’s how they discovered our dedicated team at Radius Global Solutions.

Radius employs highly skilled customer service representatives to meet our clients’ needs. Our operations team monitors claims and assigns work to each representative throughout the day with a keen focus on managing the inbound phone lines.

Supervisors also assist with clearing queues and taking incoming calls. All queues must be cleared prior to the end of the shift.

Our Solution

The Results
  • The Radius team’s current accuracy rate is over 98%
  • Constant improvement in speed while maintaining accuracy
  • 98.67% Quality score on claim intake
  • Clear email inbox and all queues daily
  • A high volume of customer compliments on superior service
  • Compliments from the Claim Specialists
  • A great relationship with the client’s internal team acting as an extension of their department
empty waiting room at an airport
Project Timeline