Xtendo increases NPS by 35% by providing contact center services to Delivery Hero, while improving productivity by 110%.
110% growth
In productivity in 24 months
35% growth
In NPS in 2 years
Customer industry
Retail
Type of service contracted
Contact center
Target Countries
Latin America
Target contacts
Application users
The Client
Multinational company leader in retail logistics services.
The challenge
Increase user NPS, increase contact center productivity, and reduce hourly costs.
The solution
A team of agents trained in customer and channel service is implemented, led by Xtendo management and coaching experts.
The service is provided in 100% remote mode with agents working from 4 countries, accompanied by a mentoring and permanent 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, 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 going forward.
It is a pleasure to work with a team so committed to its customers, where we can always support each other. Thank you very much for the effort.”
Sr. Manager Partner Care
PedidosYa
“We really wanted to thank you for your professionalism and promptness with each request. In any company there may be certain situations that require adjustments and request 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 of which we are part, especially considering how dynamic and agile it is.
You once again demonstrated your commitment and high professionalism by returning to us with the actions carried out, as well as with the due registration and impact on rostering in a timely manner with all that this entails, for a correct processing by part of our team. .
These are the types of attitudes with which it is a pleasure to work and that invite 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. “
Sr. Manager Rider Care
PedidosYa
