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.
CSAT, up from under 60%, while the team scaled from 7 to more than 250 people.
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 and CSAT was below 60%.
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, a 24/7 staffing plan and flexible pricing models let the client ramp capacity up and down with demand.
The result
CSAT rose from under 60% to more than 90% across three service channels in two languages.
The team grew from 7 to 150 in 2021 and to more than 250 in 2022.
How the partnership grew
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