Challenge
Quantanite’s team in Bangladesh had already been carrying out back office services for Just Park – peer to peer parking space approvals. Last summer, however, they found themselves facing a front office dilemma. Gabor Gyenes, the company’s Head of Customer Support explains: Our business is seasonal, and summer is our busiest period. Last summer, we had a really large amount of incoming tickets which we were trying to battle through. We’d already been working with Quantanite in Bangladesh, and then we heard they were able to help with customer-facing queries. It seemed like the obvious solution.” As with all our customer-facing services, it was crucial that our agents in South Africa worked as a natural extension of our client’s company. We didn’t just want a contractor. The culture fit was the most important thing for us. We have a tone of voice that we use within customer support. We wanted to make sure the customer experience stayed the same, even though it’s a different team answering the queries.”
Solution
Just Park’s busiest period was just around the corner, so speed was important. Quantanite’s customer care team were in constant contact during the initial set-up, making sure that everything ran smoothly. The set-up was a really good experience. From early conversations to full training took just a few weeks, which was really promising.” Even at the initial interview stage what really impressed us was the level of professionalism,…and the attitude towards customer service in general. The team is really customer focused, which is fantastic to see.” To make sure the South African team were the right fit for the company, our clients had the opportunity to interview each of the shortlisted candidates. Just Park had recently developed a formalised training program for customer service agents, and our team took part in this to make sure everyone was on the same page in terms of knowledge.
Results
The team began working during the height of the pandemic, when many customer service centres were struggling to cope. In the first month, the South African team resolved over 7,600 tickets, and achieved a one-touch ticket percentage which was higher than our client’s UK teams. For help with all front office tasks, including customer support, get in touch with the Quantanite team.
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