Case StudiesProof-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:
drove internal focus groups for agent engagement and program ownership
designed a specialized audit form for the Ubiquity Select team
created custom agent profiles, quality scorecards and development pathways
Case Study KPI results
95%
quality scores across channels
49%
reduction in call abandonment
16%
faster average handle time
