Helping a leading airline manage employee absenteeism
24x7 Absence management service
We were approached by a leading airline who were seeking greater control over their absence management. They wanted to establish a consistent, end to end approach to absence management that delivered a good user experience for their crew while reducing their absence rate and in turn leading to better performance overall for their customers.
The solution
Our AbsenceAssist program was deployed, with our nursing team taking over the management of all absence calls. The launch was a huge success and speaking to a registered nurse was very well received by the employees, who now had access to speak with a registered nurse 24/7 to discuss any health concerns they had.
We worked very closely with the client to build a customised dashboard specific for their crewing team, with interactive user functions to assist them in managing their operations and replacement of crew more efficiently.
The results
One of the key issues the client wanted to resolve was the long wait times experienced by crew when calling to report their absence. The airline went from delays of up to one hour during peak periods, to an average speed of answer of 1.01 minutes.
Our workflow and comprehensive reporting assisted the client to achieve their lowest month of absence in 2.5 years.
This client described us as an “excellent operational partner”. The biggest gains made through partnering with us were the efficiencies and extra support they received, with the ultimate benefit flowing through to their customers with increased attendance at work and better customer service for their valued customers.
