Data Transcription Services for a Logistics Food Delivery Brand
A major food delivery network needed to hold average handling time through weekly volume swings and scale fast during the pandemic. The account grew from 10 associates to 105 while holding 5/5 CSAT.
The client
The client runs a major food delivery network, invests in delivery technology, and helped establish a technology hub in the Canadian Prairies.
Industry: Online food delivery and logistics.
The challenge
- Maintaining average handling time while absorbing weekly volume swings.
- Scaling the workforce during the COVID-19 pandemic.
- Selecting the right assignments from large queues.
- Work was limited to corporate tasks.
The solution
- Worked with the client to analyse average handling time and offered a glide track for smoother operations.
- Addressed the weekly volume swings by creating a backup team that provided extra capacity on demand.
- Used Google Classroom for online interviews and training, keeping quality standards consistent while hiring at pace.
The results
- Consistently achieving 5/5 for CSAT.
- The account grew from 10 associates to 105 in a short period.
- Retained as an outsourced vendor after the client was acquired, when other vendors were removed from its preferred list.
- Additional corporate project lines of business won.
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