Source Controllers by Outsourcing
To outsource controllers, it will take some due diligence to get the best arrangement for your firm. For context, 580 billion passenger kilometers were traveled in Great Britain in 2020, but that’s a 33% decrease compared to 2019. To compensate for this, a worthwhile cost saving measure adopted by the top private NEMT (non-emergency medical transportation) and taxi companies is to outsource controllers.
Now, what is a controller you might ask?
Controllers for taxi business are like dispatchers. But aside from that, They control the call takers and give them instructions for everything that covers within the shift to make everything in order.
—Jake Cayang (Pac Biz Operations Manager)
Here, we’ll tackle how the top UK taxi companies maintain market share and the importance of outsourcing controllers.
Top Taxi Controllers
Maintaining market share is partly maintaining momentum, and to do that, professional controllers are necessary to ensure that bookings and dispatches are done properly to prevent mistakes from leading to a momentum of their own.
To maintain this quality and prevent overhead costs from spiraling out of control, top taxi companies outsource controllers as these have lower associated costs and a more flexible labor arrangement that allows the company to respond to market shifts better.
Outsource Controllers
Now, the next step is to know which company to outsource controllers to. This is important as choosing the wrong one may lead to losing customers, agents that are no-shows, and high rates of turn over. These problems arise since a lot of these companies are handled under poor conditions and tend to underpay, overwork, and demotivate their staff hence the resulting low quality and turnover.
The right company should share the same core values as your own. It matters that the contact center should be experienced in the same industry.
The Pac-Biz Advantage
Pac-Biz is one of the longest running service providers for taxi companies and personal transport companies — with extensive experience in the industry and familiarity with different dispatching systems and software thus making integration easier.
Another advantage of Pac-Biz is that our experienced agents provide high quality service day-in and day-out, preventing disruptions to your business.
With us, you get dedicated agents that come with account management, IT support, quality assurance (QA) scoring, advanced equipment, and trained backup agents (in case you need to grow, someone calls in sick, no-shows, and more). Worry less over hiring and training a contact service team.
Pac Biz cares and delivers quality customer experiences that will lead your business to a positive cycle.
