DailyPay outperforms CSAT as it expands service offering
Speedy ramp-up of multilingual associates eases customers’ access to financial wellness tools
DailyPay outperforms CSAT as it expands service offering
Speedy ramp-up of multilingual associates eases customers’ access to financial wellness tools
Proof, not promises:
It takes an extraordinary amount of energy, resources — and heart — to bring a new product to market. DailyPay, a worktech innovator, did all the right things when it launched a platform for On-Demand Pay that employees love — a benefit that those employees would prefer their employers offer.
The challenge
DailyPay sought robust, omnichannel customer support services in multiple languages. There was a need to scale support operations swiftly and better align team lead responsibilities to achieve a more seamless experience and efficiencies, too.
When customers, already familiar with everyday digital transactions, stretch beyond their comfort zone to try a new digital service — something involving their finances — the experience must be excellent. When customer questions arise, resolution must be swift to build trust and continued use of the service.
A seamless customer experience was essential to drive satisfaction, adoption, and loyalty.
Our solution
TTEC rapidly recruited, hired, trained, and onboarded high-caliber team leads and 200 full-time equivalent (FTEs) associates to handle customer inquiries in three languages (English, Spanish, and French) across three channels: voice, email, and chat.
Our Cairo, Egypt-based team assisted customers 24/7 with general product questions, account maintenance issues, questions regarding a general purpose reloadable card, and other services.
Our speedy ramp-up included strategic frontloading of trainers to accelerate speed to proficiency and realignment of responsibilities. Our comprehensive trainer certification programs were continuously refined, guided by our own continual observation and monitoring plus feedback from our client.
The results
Average customer satisfaction (CSAT) rates exceeded 79%, surpassing the client goal of 76% CSAT. Our team put quality assurance (QA) on a positive trajectory, achieving a 79% score.
The need to ramp up the workforce quickly was essential so we expanded the headcount by 33% in just 60 days.
This rapid and scalable solution ensured our client’s service offering was supported by a robust CX strategy, helping the company maintain a competitive edge.
“Great CX happens at the intersection of people, process, and technology. When those elements are in balance, you can truly meet customers where they are — and the way in which they want to be engaged. TTEC's Cairo, Egypt, location was integral in DailyPay achieving the people part of the equation that ensured users received a world class customer experience.”
— Ryan Moore, VP, customer support, BPO strategy, DailyPay