The challenge
Our client is a pioneering technology company that has facilitated on-demand food delivery services through their website and mobile applications since 2013. Their contact center has two key goals: making sure restaurants receive the right order information and customers receive exactly what they ordered.
Prior to their partnership with TELUS Digital, the company outsourced their customer care to another service provider who was responsible for assisting customers throughout the order and delivery process. Their contact center operations were overwhelmed by their daily interaction volumes, which severely impacted their customer experience performance and overall quality standards. With interaction volumes escalating at a double-digit rate, the company needed an efficient solution and a capable partner to return them to their desired service levels.
The TELUS Digital solution
From the point of initial discovery with the client, our experts recognized opportunities to improve the contact center operations and defined strategies to keep up with increasing interaction volumes. The recommended solution involved Customer Care via our Contact Center Outsourcing Solutions, which necessitated a transition of services away from their existing service provider. A transition of this nature can be complex, and so our experts developed a detailed roadmap for success.
To ensure our client regained efficiency in their contact center, we deployed STAR implementation methodology — an acronym that stands for Set up, Transform, Activate and Relay. This methodology spans several aspects of the engagement, including recruitment, training, workforce management, quality, operations and facilities and IT.
- Set up: Focuses on analyzing and planning for requirements. Key deliverables include calibrated recruitment and training plans, capacity plans, project plans, technology design and facility design.
- Transform: Focuses on building the core technology and processes. Key deliverables include readiness for training, operations, backend systems and facilities.
- Activate: Focuses on recruiting and training team members as well as the launch of the service. Key deliverables include a scaling team, customer-facing services and quality evaluations.
- Relay: Focuses on the transfer of activities to operational owners. Key deliverables include documentation and learnings.
Beyond the application of the STAR implementation methodology, we leveraged the diverse, earned knowledge of our subject matter experts across training, workforce management, facilities and a number of other functions. This led to standardization of processes and targets informed by best practices and industry benchmarks. Frequent calibration sessions were held in collaboration with our client to analyze performance and maintain alignment.
The implementation of our solution included hiring more than 400 team members across two distinct geographies — the Philippines and Guatemala. TELUS Digital team members support our client's customers across numerous channels, including email, chat and voice.
The results
Our client's transition to TELUS Digital was swift, with our team of experts developing and implementing a plan that took just two months to complete — 50% less time than the expected timelines for similar programs. But there's more to this success story than speed. The TELUS Digital solution also yielded the following results:
- 12% reduction in average handle time (AHT), helping to alleviate the pressure the contact center was experiencing
- 98% order accuracy throughout the transition period, which is critical to customer satisfaction among food delivery platforms
- 82% team member engagement, which is considered world-class
- Hired, trained and deployed over 400 team members across two distinct geographies
- Following the success of the initial solution, the client has since begun partnering with TELUS Digital for Fraud Prevention & Detection
