Food Delivery

INDUSTRY:

Food Delivery

SITUATION:

Client in the food delivery space was looking for a partner to handle Level 1 Order Taking and Level 2 Customer Service calls on their
behalf in both English and French.

CAMPAIGN:

Order Taking, Customer Care, Inbound (Voice)

OBJECTIVE:

Reduce overall costs while providing a memorable customer experience and best value to the customer during the order taking process
while finding a healthy balance between Average Talk Time, Average Revenue per Order.

KPI TARGETS:

Average Talk Time, Average Revenue Per Call, Error %

RESULTS:

Over the years, we have grown to be the premier outsourcing partner for both Level 1 and Level 2 streams of support. We have grown to over
a 175 CSRs resulting in an 875% increase in overall scope. We pioneered a model that included a blend of onshore, near shore, offshore and
WAHA support which translated into a 20% decrease in overall costs.

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