How UnifyCX Transformed Support for a Roadside Assistance Leader
Opportunity
A leading roadside assistance client struggled with inconsistent performance from existing vendors, leading to difficulties meeting staffing demands during fluctuating call volumes and falling short of performance KPI expectations.
Solution
UnifyCX addressed these challenges by implementing a proactive hiring strategy and accelerating speed to proficiency. By analyzing call trends and seasonal fluctuations, we anticipated volume changes and adjusted headcount accordingly. Stable and predictive staffing practices ensured consistent performance while exceeding client expectations. Key initiatives included:
- Launching with a pilot team of 50 FTEs and growing to over 800 within a year by building client trust.
- Expanding support from 1 line of business (LOB) to 6, including a previously in-house process.
- Flexing staffing levels to align with volume fluctuations seamlessly.
Results
UnifyCX delivered measurable outcomes that exceeded expectations:
- Achieved a Quality Critical score of 96%, surpassing client benchmarks.
- Consistently outperformed network averages in AHT (Average Handle Time).
- Established a trusted partnership with the client, enabling long-term scalability and growth.
Through strategic planning and operational excellence, UnifyCX became a reliable partner, delivering stability and improved performance across the client’s network.
