Introduction

India’s Largest Online Bus Ticketing Platform

Founded in 2006, Redbus is a subsidiary of leading online travel company MakeMyTrip. It was created to provide an all-in-one, easy-to-operate, and convenient platform for millions of Indians who use buses as primary transportation. 

With over 18 million customers and a cost-effective platform, Redbus has created a solid working presence across Asia and South America. 

Challenges

Need for Flexible and Fully-Managed Outsourcing 

Redbus works with all big and small bus operators, who individually provide over 30-40k services depending on travel season fluctuations. Committed to operator equality, Redbus launched a program to boost smaller operators' visibility and customer reach. 

For this particular initiative, Redbus sought a trustworthy and flexible partner to gather insights and feedback for their operators. 

• Replacing the In-House Team

  Creating an in-house team requires additional recruitment support, management, capital, and time. While funding this program was a good step toward equity, Redbus needed to be cautious about spending its internal bandwidth & resources. Hence, they started looking for a fully managed telecalling outsourcing platform to help with this. 

• Flexibility

  The travel industry has massive seasonal fluctuations. Redbus was looking for a partner who could scale up or down as per their business needs. 

Redbus's ethos is to prioritize careful hiring and provide growth opportunities for employees, but the seasonal nature of the business made managing a large team challenging. SquadStack provided solutions that helped Redbus optimize its workforce management processes, along with performance management, leading to better adaption to fluctuations in demand and improved overall efficiency in managing its workforce.

Amith Bhat

Director - CRM, Redbus

• Good Customer Experience > Cost 

  Redbus truly cares about the experience of their operators and customers. They required a well-trained outsourced team to provide exceptional customer support at a justified price. 

Maintaining a consistent customer experience despite fluctuations in staffing costs is crucial for sustaining customer satisfaction and loyalty. Regardless of variations in operational expenses, customers expect a certain level of service quality and reliability from a company like Redbus and SquadStack, turned into the perfect partner to help us with it.

Amith Bhat

Director - CRM, Redbus

Solution

SquadStack's Solution: Helping Redbus with High-Quality CX and On-Demand Agents 

SquadStack came in with immense flexibility to scale up or down according to business needs and seasonal flows. Brick-and-mortar companies need 45 days to hire and 45 days to ramp down. SquadStack was quick, efficient, and of high quality every time.

Amith Bhat

Director - CRM, Redbus

• Screened, Trained, and Fully-Managed Agents

  ‍SquadStack’s network of agents are vetted, trained, and powered by tech, allowing them to provide exceptional customer service and desired outcomes. 

Click here to know more about SquadStack’s telecallers‍

• Reduced Costs

  SquadStack helps reduce costs by deploying a usage-based pricing model and providing WFH agents. Our pricing model only charges you for productive connected minutes,  hence your expenditure solely depends on your lead volume. Furthermore, our WFH telecallers contribute to significant savings by alleviating the overhead costs typically associated with in-house teams and traditional contact centers.

• Quality Check

  SquadStack provides best-in-class human and AI-driven quality monitoring. We sample 12% of all call recordings (up to 3% manual) across 23 Quality Parameters for improved agent performance and enhanced quality assurance.

By opting for SquadStack's solutions, Redbus has benefited from a scalable and flexible approach to quality maintenance that didn't rely on traditional brick-and-mortar setups. This allowed Redbus to streamline its operations, reduce costs, and improve customer satisfaction by ensuring consistent service quality.

Amith Bhat

Director - CRM, Redbus

Check out SquadStack's indutry-leading Quality AI!

• Omnichannel Outreach & Increased Connectivity

  SquadStack’s lightning-fast TAT and omnichannel outreach, with weekend and after-hours coverage, helped Redbus systematically reach all their leads and increase connectivity.