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…
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:
~
X
increase in sales rate per agent
~
percent
reduction in the Average Handling Time (AHT)
~
percent
improvement in call quality
~
percent
decrease in re-worked profiles
~
percent
reduction in failed document collection
~
percent
reduction in TAT for documents collected