EasyJet

Customer relations training for agents in a virtual airport

Illustration of EasyJet case study

Context

EasyJet is a British airline, one of the most popular in Europe, known for its low-cost fares that make travel accessible to all. The company promotes a culture of connection and inclusiveness.


With numerous call centers, particularly in developing countries, EasyJet focuses on equal opportunities, hiring individuals from diverse backgrounds without social distinction. The company faces numerous economic and social challenges in this context.

Illustration of EasyJet case study
Illustration of EasyJet case study

Need

EasyJet recruits individuals from various social backgrounds, without requiring prior experience in aviation or airports. Given logistical challenges and costs, it is impossible to organize physical airport visits.


To ensure high-quality service, it is crucial for agents to understand the challenges faced by customers at the airport. Therefore, EasyJet needed a digital training solution that could be easily deployed, filling these gaps and enabling agents across three continents to virtually simulate their work at the airport.

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Why choose
VTS Editor to
design your
training courses?

6,000

agents trained

+ 5 pts

on CSAT score

4%

increase in First Contact Resolution

Icone Benefits

Solution

EasyJet has partnered with Serious Factory to craft an immersive virtual reality simulation using VTS Editor, amplifying training impact. New agents step into the shoes of travelers in a virtual airport, discovering the customer journey, observing best practices, and honing their soft skills.

With VTS Perform, deployment is streamlined on VR headsets, providing detailed statistics to track agents' progress.

Icone Benefits

Benefits

Serious Factory's virtual reality solution was swiftly embraced by EasyJet's new agents. Deployed across 9 sites and integrated into classroom training with VR headsets, it has trained over 6,000 employees across 7 countries in just two years.


The results are undeniable: all operational KPIs, including call handling time, customer satisfaction, and first-contact resolution, have improved. This success has solidified the collaboration with Serious Factory, with more training projects already planned. Launched in 2019, the solution is still in use today.

Operating in an extremely dynamic industry, we were looking for partners who could keep pace with us, and who were flexible enough to adapt to our ever-changing needs. Serious Factory not only met our needs, but also offered us valuable advice on how to improve at every stage of our project. All our requests were handled with dynamism, expertise and efficiency. Thank you for contributing to our success!
EasyJet logo

Senior proposition manager

EasyJet

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