About the client
The client is a leading online food ordering and delivery platform in India, renowned for its ability to provide quick and
convenient food services to customers nationwide. With a strong focus on making food accessible whenever and wherever
customers desire, the client has become a household name in the food delivery industry, ensuring convenience and
quality at home.
Challenges Faced
The client faced several operational challenges during the festive sales season, including:
Volume Surge:
The client anticipated a 40% increase in order volumes during the holiday season, which meant a significant rise in demand for customer service support and operations
Resource Constraints
The existing Business as Usual (BAU) workforce was insufficient to meet this demand, creating an urgent need to hire additional temporary resources. The hiring process needed to be completed in just 15 days
Urgent Resource Requirement
Over 300 people were required to be recruited, onboarded, and trained within a week
Work-from-Home (WFH) Model
Given the circumstances of the holiday season, all work needed to be executed remotely, with no in-person training or physical presence
Solutions Implemented
To address these challenges, a strategic, multi-faceted approach was implemented:
Digital recruitment campaign to hire 300+ remote workers
Auto IVR-based screening process for efficient candidate selection
Skill-based bifurcation into chat and voice roles
Digital KYE and contract signing for seamless onboarding
Secure, scalable cloud-based WFH solution with telephony integration
Close communication with client teams for smooth execution
Results Achieved
To address these challenges, a strategic, multi-faceted approach was implemented:
