Our client is one of the world's fastest-growing startups, a transportation network company that serves over 50M customers in more than 40 countries with reliable on-demand cars, motorcycles, scooters and food delivery services.
About the project
As a fast-growing company, our client required to extend their in-house team by hiring an outsourcing partner. The goal was to grow an external customer service team to 90 people within 6 months and implement company service standards to maintain a high-quality service.
Our team at Simply Contact has implemented a successful hiring strategy, dividing the interview process into 3 stages: HR interview, written assessment by an English teacher, and a final interview with a Project Manager. The process made it possible to successfully achieve the client`s deadlines on team growth. To make sure agents provide high-quality service, we offered to change their regular onboarding process. We used a standard online curriculum as a basis and combined it with soft skills material, workshops and calibration sessions, which helped to elevate customer satisfaction.
At this moment, we handle 2400 requests per day through two service channels 24/7/365. We met the client's team growth deadlines and helped to significantly increase Net Promoter Score and customer retention.
requests resolved per day
languages of service
Our team provides full 24/7 support for the company’s drivers and customers. Our main goals on the project were to launch quickly, establish an efficient training process, and ensure great performance monitoring & analytics. We also aim to adapt and stay flexible as our customer’s business goals and requirements change.
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