Industries · Airlines
The normal day is not the test. Irregular operations are.
Airlines are ranked in public every year on what customers say they weighted. The operation is judged on the day a storm takes the system down. MJKDA looks at whether it can flex, and how fast customers hear back.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
Where airlines win or lose the score.
Day to day, the communications run to a pattern. When the pattern breaks, every channel is judged at once.
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Irregular operations are the real test.
When a storm disrupts the whole system, volume explodes. We look at whether the operation can flex to meet it, and how quickly customers hear from you once the disruption hits.
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Schedule to when the calls arrive, not to who wants the shift.
We read the workforce schedule against the actual arrival pattern. The gap is usually the fringe hours, before work and after it, and the callout path to people at home has to work when you need it.
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One customer, many hubs, one report.
Airlines are organized by region, and each region has its own leadership. Nothing in that structure speaks for the customer by default, so we take a national sample and read it as a single operation.
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You are ranked in public, on a model that resets.
The published study identifies what customers weighted this year. That shows where you stand from the outside in. It does not show which part of your operation produced it. That is the inside-out look we bring.
Where to start
One free hour, aimed at your operation.
Tell us what a win in the next 90 days looks like. We research what is public about your organization before the call and leave you with the low-hanging fruit you can pursue immediately.
Frequently asked questions.
Has MJKDA worked with airlines?
Yes. Airlines are one of the industries where MJKDA has done the work, alongside utilities, insurance, mortgage servicing, automotive, telecom, and federal programs. The focus is the operation behind the public ranking.
Will the approach reflect irregular operations, not just the normal day?
Yes. When a storm disrupts the whole system, volume explodes and every channel is judged at once. We look at whether the operation can flex to meet it and how quickly customers hear from you once the disruption hits.
Can MJKDA work with the public ranking we are measured on?
Yes. The published study shows what customers weighted this year, which is the outside-in view. It does not show which part of your operation produced it, and that inside-out look is what we bring.
Can MJKDA read one operation across our regional hubs?
Yes. Airlines are organized regionally with separate leadership, and nothing in that structure speaks for the customer by default. We take a national sample and read it as a single operation.
Can MJKDA help with contact center scheduling?
Yes. We read the workforce schedule against the actual arrival pattern. The gap is usually the fringe hours before and after work, and the callout path to people at home has to work when you need it.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com