Pedidos Ya
Xtendo increases NPS by 35% by providing contact center services to Delivery Hero, while improving productivity by 110%.
The client
Leading multinational company in logistics services for retail.
The challenge
Increase user NPS, increase contact center productivity, and reduce hourly costs
110% growth
In productivity in 24 months
35% growth
In the NPS in 2 years
Client Industry
Retail
Target Contacts
Application users
Type of service contracted
Contact Center
Target Countries
Latin America
The solution
A team of agents trained in customer service and channels is implemented, led by experts in management and coaching from Xtendo.
The service is provided in a 100% remote mode with agents working from 4 countries, accompanied by a mentoring and ongoing training scheme. Additionally, attractive incentive plans for performance and promotion of human talent with leadership potential are added.
Productivity is increased from 5 to 12 cases per hour per agent within 24 months, the NPS is improved from 40.5% to 55%.
What they say about Xtendo
“I would like to thank the entire Xtendo team for their support and for generating work synergies and strategies for the future. It is a pleasure to work with a team that is so committed to its clients, and where we can always support each other. Thank you very much for your efforts.”
Sr. Manager Partner Care
PedidosYa
“We really wanted to thank you for your professionalism and promptness with each request. In any company, certain situations may arise that require making adjustments and requesting a certain degree of flexibility from the supplier with whom we work and have a partnership, in order to adapt to the needs of the business we are part of, especially considering how dynamic and agile it is. You once again demonstrated your commitment and high professionalism by coming back to us with the actions carried out, as well as with the proper registration and impact on the rostering in a timely manner with everything that this entails, for correct processing by our team. This is the type of attitude that is a pleasure to work with and that invites us to continue generating new business opportunities in the future, to continue nurturing this partnership. Our thanks to the entire Xtendo team for accompanying us in the best way in this new stage.”
