About the Taxi Industry in the United Kingdom (UK)
According to Statica, revenue in the UK Ride-hailing & Taxi segment is projected to reach US$9.94 billion in 2022.
Other highlights:
- Revenue is expected to show an annual growth rate (CAGR 2022–2026) of 8.57%, resulting in a projected market volume of US$13.81 billion by 2026.
- In the Ride-hailing & Taxi segment, the number of users is expected to amount to 18.8 million users by 2026.
As the pandemic impacted the industry, pushing many transportation companies to fold — many were able to not only survive, but thrive. How is this possible? The answer is the drive and innovation of smart taxi owners that adapted to expand their services (medical transportation, corporate, etc.) and reassessed their operations to run at lowest costs, without compromising quality (outsourcing customer support and dispatching agents).
Rising Operating Costs
As a transportation company owner or operations manager, it’s clear that there are many challenges associated with hiring, specifically the customer’s main points of contact in booking agents, controllers, and drivers.
Investing in the customer experience can be expensive, but necessary. Is there a way to lower overhead costs without compromising the quality of customer satisfaction?
Working with top taxi and non-emergency medical transportation (NEMT) companies in the United Kingdom, United States, Canada, and Australia, Pac Biz Taxi Contact Center Outsourcing has found significant cost savings from pivoting customer support operations to a hybrid system (some in-house support agents, some outsourced) and many have completely switched their call center operations completely to outsourcing.
When you assess how much it costs your company to pay for HR, hiring, equipment, supervision/management, rising minimum wages, firing, turnover, health benefits, and other expenses associated with simply answering the calls/chats and dispatching rides in-house, it’s a huge cost. Filling a customer support position locally is challenging in itself, with the applicant pool yielding sub-par talent with high rates of no-shows and quitting.
What’s the Impact of Outsourcing?
You may be surprised to find that the world’s top transportation companies have been outsourcing their inbound customer calls, chats, emails, and more to keep their expenses low, and quality high.
In-House Call Center
- Limited applicants (low talent)
- High Turnover
- HR costs
- Rising Wages
- Equipment costs
- Health Benefits
- Supervisors/Quality control needed
- Toxic Personalities
The struggle to run a call center on top of running a taxi company is real!
Outsourcing Call Center with Pac Biz
Low monthly fee Included:
- Experienced agents
- Motivating & Supportive
- Company Culture
- Supervisors
- Account managers
- Quality Assurance Team
- Consistent call scoring
- Health Benefits
- Training Department
- Open communication
- Performance reports
- Easily add more agents
- Easy access to US based owner
Outsourcing allows you to provide better service to your customers and drivers, while cutting costs!
Our team at Pac Biz works with companies that have different experiences with outsourcing:
- Never outsourced before
- Had bad outsourcing experience
- Currently working with outsourcing company, exploring other options
Our team makes outsourcing customer support easy, with a structured onboarding process where clear, step-by-step instructions and processes are implemented to ensure standards in performance and expectations are met.
The positive cycle of success is clear with Pac Biz. We provide the best support services to your customers and drivers, leading to revenue growth, which in turn requires more agents. We grow as you grow. Scaling is easy with Pac Biz Taxi Contact Center Outsourcing.
Fun fact: Many Pac Biz clients that have hybrid call center operations are so happy with Pac Biz agents’ performance, they request our Quality Assurance (QA) Team score calls of their in-house employees to get their performance KPIs at Pac Biz agents levels.
Optimize Taxi Operations with Pac Biz Taxi Contact Center
Take the route that top transportation companies use to maximize profitability and quality. There’s a reason they’ve been able to thrive. Their secret is that they invest what they save in payroll costs from outsourcing into advertising and marketing for more customers and better drivers.
