With a vision to be the number one home-working contact centre, Jet2 wanted to enhance their visibility of productivity and performance, while giving agents simple channels of communication and a self-service app.
Plus they wanted to give all team leaders more autonomy and empower them to control their own workloads and book coaching, without relying on the planning team.
QStory have been a fantastic partner to help us implement the new SMART teams. The technology has been the enabler and I don’t see how we would have achieved it without them.”
Jet2 created Support for Management & Real Time (SMART) teams. This enabled them to centralise work queries and related matters and freed up team leaders to coach, motivate and develop agents.
QStory gives the SMART team all the dashboards, scorecards and automated reports they need to monitor and manage performance.
And team leaders now spend twice as much time coaching agents than before QStory.
increase in coaching time per agent
reduction in short term sick over a 12 month period
per agent
every month
of opportunities to redeploy available time are taken
increase in adherence
saved through automated reporting each month
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