Major international airline and long standing Tripudio Client, American Airlines, use a variety of third-party business process outsource partners. Unfortunately the company supporting all of American Airlines’ European markets recently suffered a major power outage which necessitated Tripudio having to divert all AA’s passenger phone calls to a new location on a different continent, four time zones away.
Once the issue was identified, Tripudio speedily rerouted all customer enquiry calls from American Airlines’ key international markets in less than 12 minutes, thus reducing impact to sales and customer support lines until the call centre systems were fully restored and the calls could be routed to their original destination once again.
Tripudio has assisted a number of clients with urgent changes in delivery due to events such as this. Tripudio have worked with the said BPO partner to implement a business contingency plan in the event of future arrangements in call re-routing.