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Getaround's Shift Towards Optimized Agent Performance
30%
Increase in CSAT
from 60 to 78% on average
120%
Decrease in agent ramp time
from 182 days to 90 days
300%
Increase in monthly coaching sessions
from an average of 1 to 4.1 per month / per agent
Enhancing efficiency and insight in Getaround's global support
Prolonged Onboarding Cycle: New agents experienced a six-month journey to full operational effectiveness, impacting the overall efficiency of Getaround's support network.
Limited Oversight of Outsourced Agents: The absence of a comprehensive system to monitor outsourced agent performance and coaching compromised the uniformity of training and service quality.
Static CSAT Scores: With customer satisfaction scores persistently at 60, there was a clear need for precise, actionable insights to resolve underlying problems in their support system.
We required agent coaching and development as part of our BPO contract, but we had no way to track whether this was being done effectively.
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Adanna McAlpin
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Streamline agent coaching and insights
Coaching Dashboard: Introduction of a dynamic dashboard enabling tracking and analysis of coaching frequency and effectiveness, facilitating more impactful decision-making.
Tailored Coaching Sessions: Utilization of personalized 1:1 sessions and templates, guiding team leads to conduct detailed and individualized performance reviews.
Goal-Oriented Coaching: Team leads can track specific To-Dos and SMART goals for each agent, focusing on measurable performance improvements.
Agent Dashboard: Equips both agents and team leads with tools to analyze week-over-week performance, review key coaching points, and examine specific ticket examples for continuous improvement.
Elevating agent performance from a single dashboard
Integrated Performance Dashboard: A unified view of QA scores, productivity, and DSAT metrics simplifies tracking and identifying coaching needs
Omni-Channel Analysis: Comprehensive review across phone, chat, SMS, and email ensuring uniform quality assurance in every interaction.
AutoQA for Advanced Insights: Enabling custom metrics that extend beyond standard QA scorecards, providing deeper, AI-driven insights automatically.
Heat Map Visualization: Heat map technology that visually identifies performance trends, making it easier to spot coaching opportunities and address areas of concern.
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