Scaling a Mobility Platform's Customer Support across Seven Countries
agents on the project
delivery countries: Poland, Romania, Bulgaria, Ukraine, Moldova, Czechia, and Slovakia
service lines: ride-hailing, food delivery, micromobility and car sharing
languages of service
customer requests handled per day
of partnership
Fast growth, uneven demand, more markets
The client needed support that could grow quickly, keep up with very different demand patterns and stay consistent as new markets were added. The first target was a 90-agent team handling 110,000 requests a month, up from 12,000, within six months.
Rapid volume growth
Capacity had to grow ninefold in six months without slower responses or lower accuracy.
Demand never peaks at once
Food delivery peaks at lunch and dinner, ride-hailing at rush hour and weekends, and micromobility in summer and with the weather. A team fixed to one line would sit idle one hour and fall behind the next.
One standard across countries
Each new market needed local hiring, training and languages, with the same quality, KPIs and reporting everywhere.
One blended pool that follows demand
We built a standing pool of blended agents, each fully trained on one service line and partly trained on a second. Capacity moves between service lines and between chat and ticketing as the queue shifts. When a large group has to move, part of the pool switches within the shift and a second wave follows within days. Recruitment starts only if the shift proves structural.
Full depth first
New agents spend their first three months on one line: product, systems, tooling and tone.
A focused second line
From month three, quality and performance on the first line decide who cross-trains. Training covers the second line’s five most frequent request types, roughly 40–50% of its volume.
Analytics owns the switch
A real-time analytics team decides when capacity moves, how much and for how long. The line agents leave never drops below its agreed service level.
Clear ownership, fair reward
One team lead is accountable for each agent’s results on both lines. QA samples both, weighted to the work done, and blended agents earn a premium for the added complexity.
Oleh Filipovskyi
Project Manager · Simply Contact
Oleh manages cross-functional teams across multiple markets for this client. His work spans strategic planning, multilingual team management, and operational delivery across a high-volume and time-sensitive environment.
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End-to-end support across the mobility ecosystem
RIDERS & EATERS
- Trip and order questions
- Account and payment support
- Complaints and refunds
- Social media replies, with account cases routed to support
DRIVERS & COURIERS
- Support during active service
- Trip and delivery issues
- Earnings, documents and account status
- Escalation of complex cases
PARTNERS
- Partner support requests
- Operational clarifications
- Service and policy guidance
- Coordination when further action is needed
INCIDENTS & ESCALATIONS
- Root-cause analysis
- Tailored case remediation
- Compensation where applicable
- Escalation management for critical cases
From one country to seven
The partnership began in 2020 from a single delivery site. In 2022 we opened Poland as a second location and reached 95 FTE there within six months, with no SLA breach.
That year showed that one location is one point of failure. Today the programme runs from all Simply Contact countries.
One project manager is accountable for delivery everywhere, against one scorecard.
A repeatable model for entering new markets
Every new country follows the same rollout. Standards are set once, centrally, and decisions about people sit with local teams.
Regional recruitment
Hiring plans follow each market’s languages, volumes and timeline, run by local People Partners.
Localized training
Training covers local customer behaviour, operating specifics and regulation.
Multilingual teams
Agents work across languages and cultural contexts to the same service standard.
Knowledge & quality systems
The knowledge base, QA scorecard and feedback loops extend to each new market. Weekly cross-site QA reviews take a fix found in one country to the rest.
Performance governance
Weekly and monthly business reviews keep KPIs and priorities aligned across regions.
Turning recurring issues into better support processes
Simply Contact uses customer interactions to identify recurring problems, improve handling practices, and strengthen service quality across markets and both business verticals.
Root-cause analysis
Recurring incidents are reviewed to identify underlying causes rather than treating each case as an isolated issue.
Script and workflow refinement
Scripts and handling guidelines are updated based on recurring patterns, with a focus on clearer, more empathetic responses.
QA and agent development
Continuous quality monitoring, feedback loops, and coaching help maintain consistent standards as teams and markets scale.
Escalation and remediation
Critical cases follow structured escalation paths, with tailored remediation and compensation applied where appropriate.
Seven countries, steadier service
The operation grew from one country to seven and from 12,000 to 110,000 monthly requests. Over the same period, customer satisfaction went up and recurring complaints went down.
CSAT, up from 64%
fewer recurring complaints through root-cause analysis and refined scripts
monthly requests within six months, up from 12,000
OPERATIONAL OUTCOMES
- 24/7 support maintained throughout
- One programme delivered from seven countries, under one project manager and one scorecard
- 95 FTE in Poland within six months, with no SLA breach
- Headcount up 45% in 2025, including a 23-hire wave across four countries
- Blended staffing reduced idle time and improved response times at peak
Security & compliance
PCI DSS
We are PCI DSS Level 1 certified, covering all card transactions and protecting clients' sensitive data.
ISO 27001
ISO 27001 is the international standard for information security management. Certification confirms that our data protection processes are independently audited.
ISO 27701
ISO 27701 extends ISO 27001 to privacy information management (PIMS). Its requirements map to GDPR and cover how personal data is handled.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and healthtech industries.
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