About the Client

The client is India s leading online food ordering and delivery platform, with a strong focus on serving India with food, whenever they want, at the comfort of them being home.

Challenges

• Client expected volumes to go up by 40% for the Christmas and New Year
• Contact centre resources wouldn’t be able to fulfil the requirement
• 300+ people were required to be hired and trained in a week’s time
• Entire experience and delivery of services to be virtual Work from home based

Solution

• A digital campaign to recruit the team virtually
• Auto IVR based screening process
• Basis skillset assessment, bifurcation into chat and voice LOB
• Digital KYE and contract signing for all the recruits
• WFH scalable secure cloud-based solution with seamless integration with telephony routed through our Data centers
• Closely knitted communication with client teams and internal functions

Result

• Virtually, hired 300+ resources for a short one-week campaign
• Savings for the client – 80% against a monthly temp hiring
• Handled ~ 20,000 orders in one day
• Saved ~ 1m INR on IT infrastructure, interview process, temporary working area

FiveS Digital is an impact sourcing BPM partner for it’s global clients, helping them improve their CX every single time. Thus, generating on-ground impact by creating job opportunities where people belong.

How we did it?

Hiring

• Rolled a hiring campaign through social networking platforms
• Ads were created on google and Facebook
• 355+ applications screened

Service Delivery

• End-to-end campaign completion in 15 days, from hiring to delivery
• Quick SOP building and fast track training with 20 hours module creation
• Controlled queues and customer experience in amber/green, while managing 3X volumes for the peak day

Hiring and Training

• Applications filled in digitally
• Automated Interviews through IVR campaigns (setup in 24 hours on cloud)
• Virtual communication test, for comprehension
• 100% Digital Onboarding process
• Virtual process, product training, Work from home enabled system based training

Security and Network

• Used secure VDI application, for network and data security compliances
• Secure VPN with Multi-factor Authentication
• DNS Protection
• Restriction on screenshots and copy functions
• Data leakage protection ( Snip block , USB block)
• Cloud dial solution for seamless WFH calling solutions
• Temporary telephony and internet bandwidth ramp up to cater 3X traffic

Process Setup

• Virtual system setup through Video Manuals for configuration of the tools
• Decision Tree (query and complaint resolutions) for proper SOP adherence
• Live WhatsApp chat group for real time solutions and support for virtual teams
• Updates flashing via the VDI command centre, on the go, for 100% dissemination adherence