Success Stories

Challenge

Approach

1. • We set out to understand the root causes in order to address them head-on. This meant talking to employees to understand exactly where the underlying issues were and ensuring the expectations from our business partners were well established.
   • We implemented a training schedule and standardized On-The-Job (OTJ) training program to ensure up-to-date training and consistent knowledge of policy and procedure expectations.
   • We explained the reasoning behind policies so employees understood the logic on why that is in place and can provide the necessary justification, be it compliance with federal or international regulations, or setting up a downline operation up for success.

Solution

1. • We grew the leadership team and implemented continuous learning to expand their tools and techniques for leading employees.
   • We ensured expectations were set clearly and that the work environment fostered a community of openness to address questions and confusion effectively before it caused an operational problem.
   • We pivoted from a culture of “get it done, by whatever means” to working to consistently find the best solutions in compliance with our set policies, procedures, and fiscal goals to lead a successful operation.
2. The team’s level of accuracy and consistency of service was increased and with these changes, we continue to improve upon our KPI’s for our airline partners, and those set internally for the team.

Results

In just nine months, we permanently changed the culture for the better. Instead of an environment where details were not verified first, we empower our agents to work effectively and escalate issues to ensure a corrective action falls in line with the expectation.

The employees come to leadership and advise when they need different equipment to complete their jobs effectively. Additionally, they now seek clarification and understanding instead of making assumptions.

We know our customers expect this from our team, and we strive to achieve and beat those expectations each and every day.