Transportation technology platform
A fast-growing transportation technology platform, serving millions of riders across several countries, grew faster than its support team could keep up. Centro built a scalable, outcome-based support operation that could flex with demand.
Measured results
Figures reported by the client program. Read how it happened
The challenge
A year-long backlog of rider complaints had built up while thousands of riders asked for refunds on rides cancelled during COVID-19. More than half of complaints were unresolved.
The in-house team was stretched thin handling new requests, so the backlog kept growing.
Centro’s response
A prioritization framework to triage tickets, an auditing process to maintain quality, a hyper-focus on team engagement, bulk-edited responses, clear ownership to avoid duplicate work and a self-service chatbot.
Bilingual agents with Zendesk experience, round-the-clock staffing and flexible pricing models let the client ramp capacity up and down with demand.
The result
Satisfaction rose across every channel while the team grew alongside the platform, reaching 150 people by 2021.
More client stories
Your operation, next
Tell us which operations need support. We’ll build the right BPO team around your service goals, workflows and customers.
Request a Free Consultation
