Delivering Excellence: Enhancing Food Delivery Efficiency & Service Quality at Scale

In today’s food-delivery landscape, operational efficiency and quality service are paramount. Faced with increasing cost pressures and the need to optimize global operations, a leading food-delivery provider partnered with VXI to elevate support services for both delivery drivers and customers. Together, we were able to implement cutting-edge training solutions, standardize operational frameworks, and deliver outstanding chat support the Philippines and India. 

By leveraging proprietary tools like the Training Simulator (T-SIM), Smart Recruit, and Performance Pro 360 (PPro), VXI accelerated agent speed-to-proficiency while reducing average handle time and increasing first contact resolution rates. With consistent excellence across multiple regions, VXI emerged as the brand's #1 chat support vendor for five consecutive months. This case study demonstrates how a commitment to innovation and alignment drives measurable success. 

What You’ll Learn

• Geographic and supplier diversity: Expand operational resilience by diversifying global support locations and vendor partnerships.
• Enhanced first contact resolution: Improve service quality and reduce escalations through advanced performance management tools. 
• Operational efficiency at scale: Achieve faster speed-to-proficiency and lower AHT with customized training simulators and standardized processes. 
• Sustainable workforce management: Minimize attrition with localized training, cultural alignment programs, and proactive support strategies.