EasyJet

Customer relations training for agents in a virtual airport

Illustration of EasyJet case study

Context

EasyJet is a British airline and one of the most widely used airlines in Europe. The company focuses on offering low-cost prices to enable people to travel with flights that are affordable for all budgets and to promote a culture of connection and closeness.

As a European-based airline, EasyJet operates numerous call centers, some of which are located in countries that are still developing. The company places great emphasis on equal job opportunities by recruiting individuals from diverse backgrounds and not making social distinctions. In this regard, EasyJet currently faces various economic and social challenges.

Need

EasyJet regularly recruits individuals from diverse social backgrounds. As a result, it is not mandatory for the company's agents to have previously traveled by plane or visited an airport where the airline operates.

Due to logistical challenges and costs, organizing airport visits or flights is not feasible. However, to ensure service quality, it is essential for agents to understand the challenges customers face when navigating through an airport.

Therefore, EasyJet needed to develop an easily deployable digital training program to address the gap in training for agents spread across three continents who have limited airport experience, all while keeping costs in check. The goal was to bring the airport experience to EasyJet's centers and provide new agents with a virtual simulation of their daily work at the airport.

Illustration of EasyJet case study

Solution

EasyJet chose Serious Factory to create a virtual reality (VR) training simulation. The decision to utilize VR, made possible with VTS Editor, was made to enhance immersion and the impact of the simulation on the employees. This immersive experience enables learners to understand the appropriate behaviors required to provide an ideal customer experience for passengers.

In this simulation, the agent is placed in the role of a traveler within a virtual airport. This role reversal is crucial for new employees as it allows them to:

Discover the entire journey of a customer, from A to Z, to acquire the necessary knowledge of airport operations.
Observe the proper behavior of virtual colleagues and learn best practices.
Thoroughly develop their soft skills, just like in real-life scenarios.
Furthermore, the employee will encounter virtual agents during their journey, further enhancing the level of immersion.

Regarding deployment, the simulation is implemented through the VTS Perform Learning Experience Platform (LXP). This platform allows EasyJet to easily deploy the simulation on VR headsets and track the progress of agents within the simulation, including obtaining detailed statistics.

Benefits

The solution proposed by Serious Factory was quickly embraced by the new agents at EasyJet. All training sessions are conducted in classrooms using VR headsets and deployed across 9 different sites of the airline.

Over the past two years, the simulation has trained over 6,000 new employees across 7 countries.

The use of virtual reality and simulation has resulted in notable benefits for EasyJet. Overall, all key performance indicators (KPIs) related to the work of the agents involved have shown significant improvement. This improvement can be seen in metrics such as average call handling time, customer satisfaction (CSAT) scores, and first-contact resolution time, among others.

EasyJet has been impressed with the expertise of Serious Factory, and future collaborations for other training projects are already planned.

The solution was deployed in the second half of 2019 and is still in use to this day.

Some Figures

6000

The number of agents trained

+ 5 pts

Increase in CSAT score

4%

The rate of increase in First Contact Resolution

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!

Senior proposition manager

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