Reducing agent attrition, increased cost savings, NPS & FCR for a leading global online travel mobility company.

The background.

Our partnership extends to one of the largest and most influential global online travel and mobility companies, a true industry leader. This company offers a diverse range of services, including vehicle for hire, micro-mobility solutions, car-sharing programs, and even food delivery, catering to the evolving needs of modern consumers.

With a vast operational footprint spanning 400 cities across 45 countries in Europe, Africa, Western Asia, and Latin America, this company has established a truly global presence. Their extensive network serves a staggering 100 million customers worldwide, connecting them with over 2.5 million drivers who utilize the company's platform to provide essential transportation and delivery services.

In collaborating with this industry giant, our primary objective was to tackle the critical challenges of workforce retention, attrition reduction, and cost optimization. The company sought our expertise to develop and implement strategies that would not only attract and retain top talent but also enhance operational efficiency, ultimately contributing to a more sustainable and profitable business model.

The solution. 

Our comprehensive approach to addressing our client's needs encompassed four key areas:
 

1. Recruitment: We meticulously evaluated potential candidates based on their personal empathy, as well as their B2 and C1 level English conversational, written, and grammatical skills. This rigorous assessment ensured that we selected agents who could not only communicate effectively but also connect with customers on a personal level.
    
2. Onboarding: Our T:University Learning Management platform was tailored to provide an immersive onboarding experience for new agents. This customized training program equipped agents with the knowledge and skills necessary to excel in their roles, ensuring a smooth transition into the client's operations.
    
3. Account management: We maintained a proactive approach to account management, continuously analyzing and improving our client's customer journeys. This ongoing optimization ensured that customers received the best possible experience at every touchpoint, contributing to increased satisfaction and loyalty.
    
4. Workforce management: We implemented a multi-faceted workforce management strategy, encompassing several key components:

• Scheduling: We meticulously analyzed call patterns and Service Level Agreements (SLAs) by country and business line to develop optimized scheduling solutions that ensured adequate staffing levels at all times.
• Multi-skilling: We identified opportunities to enhance efficiency by offering training to English-only agents, enabling them to handle a wider range of customer inquiries.
• Sizing: By reviewing 24-hour call patterns, we were able to introduce English-only services during low call periods, maximizing resource utilization and reducing costs.
• Robotic Process Automation (RPA): We deployed a bot to automate the process of offering partial refunds to customers, streamlining operations and freeing up agents to focus on more complex tasks.
• Chatbot: We implemented a chatbot to provide customers with pre-filled feedback forms, facilitating the collection of valuable customer feedback and insights.

The results.

Through careful planning, implementation, and execution of this four-pronged plan we have managed some quite impressive results for an already established operation:

• Below 5% attrition rate: We successfully implemented strategies to enhance employee engagement and satisfaction, resulting in an attrition rate significantly below the industry average.
• A favorable B2B NPS score of 32: Our focus on delivering exceptional customer experiences led to a positive Net Promoter Score (NPS) of 32, indicating high levels of customer satisfaction and loyalty.
• Excellent 74% first contact response rate: Our efficient workforce management and optimized scheduling ensured that the majority of customer inquiries were resolved on the first contact, enhancing the overall customer experience.
• Reduced FTEs per market: By implementing innovative solutions such as RPA and chatbots, we were able to streamline operations and reduce the number of Full-Time Equivalents (FTE) required per market, resulting in significant cost savings for the client.