The background.
We were approached for a CX reboot by a world-leading mobility multinational. Operating in over 400 cities across Europe, Africa, Western Asia, and Latin America, our client required cutting-edge, comprehensive, international customer support to strengthen loyalty and drive growth across diverse cultures and multifaceted offerings, including transporting people and packages through ride-hailing, micromobility, car-sharing, food delivery services, and more.
Falling short on any front meant yielding market share to competitors in a rapidly expanding and fiercely competitive global sector. Hence, the mobility leader sought to stay ahead with optimized costs, streamlined processes, and consistently stellar customer interactions. To preserve their place and catalyze scale across 2.5 million drivers and 100 million riders worldwide, they required a highly agile partner capable of delivering uncompromised expertise at an unmatched pace.
The solution.
Transcom stepped in to deliver cutting-edge CX designed for end-to-end brilliance. Our data-driven approach and robust quality framework laid the foundations for a sophisticated and ever-evolving solution. Centering world-class performance, we began by sourcing top global talent from over 40 countries, emphasizing exceptional empathy and language skills and prioritizing English for flexible service. Our bespoke agent onboarding incorporated thorough soft-skill training and true-to-life scenarios tailored to the client’s unique needs, ensuring rapid readiness for complex queries and diverse customer interactions.
To handle massive volumes flawlessly while streamlining headcount, we analyzed call patterns and service lines by country. By optimizing agent distribution accordingly and introducing advanced automation, including AI Chatbots and refund bots, we ensured speed and precision across all services. This, combined with multichannel communications across voice, email, chat, and social media platforms, achieved round-the-clock, real-time support for riders and drivers worldwide.
The results.
Partnering with Transcom propelled our client to new heights through top-tier CX delivering substantial and measurable gains across operations as well as driver and rider satisfaction. Not only did our comprehensive approach secure 30% in savings overall, slashing costs per transaction. It also skyrocketed quality, dramatically fortifying our client’s talent base to achieve an excellent 74% First Contact Resolution (FCR) rate with agent attrition down to less than 5%.
Agent wellbeing and expertise translated directly into customer satisfaction and success, earning our client strong net promoter scores (NPS) across 4000+ responses - a powerful predictor of further growth through amplified social proof. Overall, our collaborative efforts created a truly nimble and expansive support ecosystem to secure loyalty among stakeholders and cement our client’s position at the forefront of the industry.
