Transforming Operations to Up Sales & CX for an Online Car Marketplace

This is our story of building insights-led, scalable operations for an online used car marketplace, enhancing workforce management to adapt to seasonal fluctuations while delivering a superior experience for sellers and dealers.

As we know…

Online used car marketplaces face the challenge of managing rapid operational changes to meet the dynamic expectations of sellers and dealers. Seasonal trends cause demand fluctuations, necessitating quick scaling of operations. This is compounded by high seasonal call volumes, requiring efficient workforce deployment to maintain service quality and prevent delays. Moreover, high operational costs can exacerbate the complexities.

Therefore, companies need comprehensive, analytics-powered solutions to ensure efficient, cost-effective operations and stable, high-quality customer service in a rapidly changing business landscape.

The challenge for the client was…

Pre-dominantly two-fold:

Creating a Skilled,
Flexible Workforce

Scaling up and down based on seasonal demands and overall growth

Driving Cost Management

Supporting profitable growth while maintaining high operational standards

Stepping in as a transformation partner, WNS…

Leveraged its domain expertise, process excellence methodologies and analytical capabilities to co-create a comprehensive solution. The three key aspects of the solution included :

Enhanced Workforce Management

• Re-designed the training and onboarding programs to ensure rapid and adequate skill development
• Introduced flexible working hours to effectively manage demand fluctuations during peak and off-peak periods
• Implemented performance-based incentives aligned with business outcomes

Effective Quality Framework

• Developed a quality standard document aligning with the client’s expectations
• Conducted regular calibrations between onshore and offshore teams to ensure consistent performance and high operational integrity

Tech-backed Dashboarding and Analytics

• Implemented detailed metrics and dashboards to provide clear visibility into performance across various dimensions, including daily, weekly and monthly sales performance
• Enabled granular analysis of sales performance at agent and line manager levels
• Enabled profile verification audits, filterable by cohort and period, to provide in-depth Root Cause Analysis (RCA)
• Provided call quality analysis with overall performance insights and detailed RCA
• Implemented pipeline case management to support leaders in managing turnaround times
• Leveraged real-time commission dashboards for better decision-making and operational oversight at agent and campaign levels

Seamless implementation and technological integration defined the solution…

With WNS enabling swift deployment and ramp-up, coupled with a holistic change management framework. We leveraged an internal application – a digitally simulated training environment – designed to streamline onboarding and accelerate speed to proficiency. It enabled agents to identify vehicle imperfections that could impact financial outcomes. This application simulated the real-world experience of an agent reviewing a seller’s profile, enhancing their training and overall effectiveness. Additionally, the extensive use of Power BI dashboards allowed for effective business management.

The comprehensive, insights-led solution enabled…

A higher return on marketing spend, increased market share, improved customer satisfaction, increased revenue and reduced operating costs. Quantifiable outcomes underscored the effectiveness of the solution, with marked improvements in agent productivity, call handling efficiency, profile accuracy and overall operational performance.

Tangible outcomes included:

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X

increase in sales rate per agent

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percent

reduction in the Average Handling Time (AHT)

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percent

improvement in call quality

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percent

decrease in re-worked profiles

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percent

reduction in failed document collection

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percent

reduction in TAT for documents collected