enhance customer experience through better workforce management
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Overview
In the high-stakes environment of air travel, the difference between a seamless departure and a costly delay often comes down to a single person being in the right place at the right time. When a ramp agent calls in sick or a gate agent is stuck in traffic, the clock doesn’t stop ticking. Without a modern, agile system to manage these "micro-disruptions," a single absence can trigger a domino effect of delayed take-offs, missed baggage connections, and frustrated passengers.
Our workforce management (WFM) service for airport operations is designed specifically for the most volatile window of aviation: The 24 hours leading up to and including the day of operations. We provide the digital "connective tissue" to ensure that your ground crews, flight attendants, and terminal staff are optimized, informed, and empowered to handle the unexpected.
The challenge: the high cost of the "empty slot"
Manual roster maintenance belongs in the past. When supervisors spend their morning chasing staff via phone calls to fill an absence, they aren't managing operations, they are fighting fires.
- The financial impact: A five-minute delay in aircraft turnaround can add between $600 and $2,400 in direct costs
- The human element: Staff feel the "crunch" of understaffing, leading to burnout, increased errors, and a decline in the passenger experience
Our solution: the ultimate multi-modal command center
We bridge the gap between your master schedule and the chaotic reality of the ramp. Our platform provides a 360-degree mechanism for staff to interact with their schedules in real-time, using the tools they already have in their pockets.
Empower your workforce with self-service autonomy. Our system allows employees to manage their work-life balance while ensuring operational coverage:
- Last-minute absence and delay reporting: Staff can report an illness or a commute delay in seconds, instantly triggering an alert to the operations control center (OCC).
- Shift bidding & swapping: Peer-to-peer shift swapping with automatic "legality" checks (ensuring rest requirements are met).
- Overtime incentives: Push notifications for urgent overtime needs, allowing staff to "claim" extra hours instantly.
- Real-time availability: Staff can update their status to "available for call-in" during peak disruption events.
We believe technology shouldn't be a barrier. Our service is accessible across every modern communication channel:
- Dedicated mobile app and web portal: For deep schedule management and document access.
- Conversational AI (voice & chat bots): For "hands-free" reporting. A ramp agent can call a dedicated line and tell a voice bot they are running 10 minutes late; the system handles the rest.
- Collaboration integration: Direct plugins for Slack and Microsoft Teams, bringing workforce management into the airline’s primary team environment.
- Instant messaging: Full support for WhatsApp and SMS, ensuring even staff with limited data plans stay in the loop.
Intelligence at the core: Agentic AI & seamless integration
Our platform isn't just another silo; it is a smart layer that sits on top of your existing infrastructure.
Deep API connectivity
We offer native integrations with global leaders in rostering/scheduling (Sabre, Amadeus, Inform), HRIS (Workday, SAP SuccessFactors), and payroll systems.
The MCP (model context protocol) advantage
Imagine a future where agentic AI and the model context protocol act as a "USB-C" for your airline’s data. AI agents don't just "show" data; they "execute" tasks. If a staff member calls in sick, the AI agent can autonomously check the HR system for qualifications, query the rostering system for available backups, and send a WhatsApp offer to the most eligible employee, all in under 30 seconds.
Global reach, local expertise: The Infosys BPM advantage
What sets our service apart is that it is battle-tested in one of the world's most demanding environments. Infosys BPM does not just provide these WFM solutions to international airline giants. Rather, we utilize them to orchestrate our own 12,000-strong global contact center operations. By managing our own massive workforce across 38 delivery centers in 13 countries, we have refined the art of "zero-touch" scheduling. This internal expertise allows us to deliver an entire spectrum of WFM services, from strategic consulting to technology outsourcing, empowering your organization to handle peak-time volumes and reduce churn while maintaining 24x7 operational excellence in over 30 languages.
The bottom line: Measurable ROI
Transitioning to an automated, day-of-ops WFM service isn't just a "nice-to-have", it's a competitive necessity.
By transitioning to an automated, day-of-ops WFM service, your airline achieves significant cost reductions by lowering the "cost of delays" and eliminating the need for manual dispatchers who traditionally spend precious hours on phone.
These streamlined processes turn complex communication hurdles into seconds of automated notifications, directly leading to an improved employee experience through instant responses and mobile-first autonomy.
Beyond the human element, the system builds operational resiliency, allowing you to react to "no-shows" or sudden weather disruptions before they degrade your on-time performance (OTP). Finally, this coordination ensures consistent baggage delivery experience, maintaining the necessary staffing levels at the pits to secure a 99.9% bag-load success rate and keeping your promises to your passengers.
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Don't let legacy communication hold your operations hostage. Transform your workforce into a dynamic, responsive asset that keeps your planes moving and your passengers smiling.
