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Increase in CSAT
30%
Decrease in agent ramp time
120%
Increase in monthly coaching sessions
300%
Getaround, a global online marketplace leader in car-sharing services, faced significant challenges in managing its extensive customer support network. With 250 agents spread across two BPOs, the company struggled with prolonged agent onboarding, limited oversight of outsourced agents, and static customer satisfaction (CSAT) scores. By partnering with MaestroQA, Getaround implemented a data-driven approach to coaching and performance excellence, leading to transformative outcomes in their support operations.
We've achieved remarkable consistency across our platforms, both internally and regionally, spanning various languages. This newfound uniformity has significantly bolstered our operations, ensuring seamless performance and alignment across the board.
Adanna McAlpin
Training & Quality Manager
The Challenge: Prolonged Onboarding and Limited Oversight
Managing a large and geographically dispersed customer support team presented Getaround with several critical challenges:
- Prolonged Onboarding Cycle: New agents took up to six months to reach full operational effectiveness. This lengthy ramp-up period impacted the overall efficiency of Getaround's support network, slowing down the ability to deliver consistent, high-quality service.
- Limited Oversight of Outsourced Agents: Without a comprehensive system in place to monitor the performance and coaching of outsourced agents, Getaround struggled to maintain uniformity in training and service quality across its global support network.
- Static CSAT Scores: Customer satisfaction scores remained stubbornly low, averaging just 60%. This indicated underlying issues in the support system that required precise, actionable insights to address effectively.
These challenges highlighted the need for a strategic overhaul in Getaround’s approach to quality assurance and agent performance tracking.
The Solution: Data-Driven Coaching and Performance Excellence
To tackle these challenges, Getaround partnered with MaestroQA to implement a comprehensive quality assurance and coaching solution. This approach focused on two key areas: enhancing agent coaching and optimizing performance through advanced insights.
Data-Driven Coaching
- Coaching Dashboard: Getaround introduced a dynamic dashboard that allowed team leads to track and analyze the frequency and effectiveness of coaching sessions. This feature facilitated more informed decision-making and ensured that coaching efforts were aligned with performance goals.
- Tailored Coaching Sessions: Personalized 1:1 sessions and templates guided team leads in conducting detailed and individualized performance reviews. These tailored sessions helped address specific agent needs and foster continuous improvement.
- Goal-Oriented Coaching: With the ability to track specific To-Dos and SMART goals for each agent, team leads could focus on measurable performance improvements, ensuring that coaching was not only frequent but also impactful.
- Agent Dashboard: Both agents and team leads were equipped with tools to analyze week-over-week performance, review key coaching points, and examine specific ticket examples. This empowered agents to take ownership of their development and continuously refine their skills.
Performance Excellence
- Integrated Performance Dashboard: Getaround implemented a unified dashboard that provided a comprehensive view of QA scores, productivity metrics, and DSAT scores. This integration simplified tracking and made it easier to identify areas in need of coaching.
- Omni-Channel Analysis: The performance dashboard allowed for a comprehensive review across all support channels, including phone, chat, SMS, and email. This ensured that quality assurance was maintained uniformly across every customer interaction.
- AutoQA for Advanced Insights: Getaround leveraged AutoQA to enable custom metrics that went beyond standard QA scorecards. This feature provided deeper, AI-driven insights, helping the team to identify and address underlying issues more effectively.
- Heat Map Visualization: The introduction of heat map technology made it easier to visualize performance trends across the support network. This tool highlighted areas of concern and coaching opportunities, enabling a more proactive approach to performance management.
The Results: Transformative Outcomes with MaestroQA
The integration of MaestroQA’s platform led to significant improvements in Getaround’s customer support operations, underscoring the effectiveness of the data-driven approach to coaching and performance management:
- Boost in Customer Satisfaction: Getaround saw a dramatic increase in CSAT scores, which rose by 30% from an average of 60% to 78%. This improvement reflected the enhanced quality of customer service and the effectiveness of the new coaching strategies.
- Accelerated Agent Ramp-Up: The onboarding period for new agents was reduced by 120%, dropping from 182 days to just 90 days. This acceleration in ramp-up time significantly improved operational efficiency and allowed Getaround to maintain a consistently high level of service.
- Increased Coaching Engagement: The frequency of coaching sessions increased by 310%, with agents now receiving an average of 4.1 sessions per month compared to just one session previously. This increase in coaching frequency ensured continuous agent development and contributed to sustained performance improvements.
With MaestroQA's heat map, we've left the old world of navigating through multiple spreadsheets behind. Now, everything is in one place - a true game-changer for productivity and clarity."
