Case Studies

PROOF-OF-CONCEPT Turns INTO MULTITIERED SUPPORT POWERHOUSE

Ubiquity helps Roadie, the ‘Uber’ of package delivery, meet surging demand with tiered service delivery from multiple geographies.
PROOF-OF-CONCEPT Turns INTO MULTITIERED SUPPORT POWERHOUSE

The package delivery company was struggling to ramp up adequate headcount for their inhouse customer support team, but they were unfamiliar and uncertain about outsourcing. After Ubiquity’s VP of business development signed up to become a driver to learn more about the driver experience, Ubiquity proposed an email support team as a proof of concept. Quality and productivity scores were stellar at the outset, so Roadie entrusted Ubiquity with additional workstreams.

Together, Roadie and Ubiquity:

created custom agent profiles, quality scorecards and development pathways

designed a specialized audit form for the Ubiquity Select team

drove internal focus groups for agent engagement and program ownership



CASE STUDY KPI results

95%

quality scores across channels

49%

reduction in call abandonment

16%

faster average handle time

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