Case study · Mobility

How we scaled five driver and fleet operations for a ride-hailing platform

A fast-growing ride-hailing platform handed us five different operations. We wrote clear processes, trained the teams well and added the right checks, and every operation became faster, more accurate and more stable.

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Top result

104%

of the monthly driver sign-up target, reached by the second month

Leading ride-hailing & mobility platformClient name kept private
Industry:
Ride-hailing & transport
What we ran:
5 operations
Team based in:
Sri Lanka

  • 20% → 5%

    fewer agents leaving the team

  • ~41%

    shorter calls on the driver hotline

  • 10% → 90%+

    more drivers joining awareness sessions

  • 95%

    of corporate fleet trips completed each month

Overview

Ride-hailing driver and fleet operations, explained

Ride-hailing companies depend on fast, accurate driver operations, from signing up and checking new drivers to helping them once they are on the road. When these operations slow down, fewer drivers go live and riders wait longer.

Activ8 Asia, a BPO and customer experience company based in Sri Lanka, took over five driver and fleet operations for a leading ride-hailing platform: driver registration, driver support, corporate fleet dispatch, a 24-hour premium fleet desk and a driver hotline. Below, we explain each challenge, what our team changed and the results.

Key takeaways

  • Activ8 Asia ran five separate operations for a leading ride-hailing platform.
  • Driver sign-ups reached 104% of the monthly target by the second month.
  • Agents leaving the team fell from 20% to 5%.
  • Driver hotline calls became about 41% faster (6:37 → 3:55).

Before and after

What changed, in numbers

Before, or the targetWith Activ8 Asia

  • Agents leaving the team

    Lower is better
    Before
    20%
    After
    5%

  • Driver hotline call time

    Shorter is better
    Month 1
    6:37
    Now
    3:55

  • Drivers attending awareness sessions

    Higher is better
    Before
    10%
    After
    90%+

  • Driver sign-up target reached

    Higher is better
    Month 1
    69%
    Month 2
    104%

5 operations, one partner

The problem, what we did, and what happened

We ran 5 different operations for this client. For each one, here is the problem, what we changed, and the results.

01

Driver Registration

Signing up 8,800 new drivers a month, quickly and accurately.

The challenge

  • A big goal: 8,800 completed driver sign-ups every month
  • A new team with no experience of this process
  • Many checks on licences, documents and vehicles, plus confirming details with each driver
  • Vehicle-change requests added with only two agents, during a fuel crisis
  • Each call was expected to take 6–8 minutes

What we did

  • Grew the team to 15 agents, so quality held up as volume grew
  • Wrote step-by-step guides for every check
  • Ran regular training, mentoring and team activities
  • Made calls quicker without skipping any checks

The results

  • 104% of the sign-up target by month 2 (69% in month 1, 100% in month 3)
  • Agents leaving the team fell from 20% to 5%
  • Over 90% consistency, with serious errors kept to 3–4% (limit: 5%)
  • Calls now take about 4 minutes
  • A clear, written process the client can rely on
Why it matters

More drivers signed up, a steadier team, and checks done right every time.

02

Driver Support

Getting drivers to join training and support sessions.

The challenge

  • The team was new to calling drivers
  • Some drivers were more comfortable speaking Sinhala
  • Very few drivers joined awareness sessions and seminars

What we did

  • Spoke to drivers in a friendly, patient way, in their own language
  • Gave the team regular mentoring and team-building
  • Used client feedback sessions to fix issues quickly

The results

  • Every scheduled call made: 100%
  • Quality scores above 95% (target: 85%)
  • Awareness session attendance up from 10% to over 90%
  • 98 of 100 invited drivers attended the support seminar, checked on site (before: 10–20)
  • Team attendance above 90%
Why it matters

Drivers became far more engaged, and call quality went up.

03

Corporate Fleet

Running long-distance business trips with fewer cancellations.

The challenge

  • Started with four agents who were new to long-distance bookings
  • Needed to cut fraud, cancellations and mistakes

What we did

  • Added fraud and verification checks to every booking
  • Kept a close eye on daily bookings and dispatch

The results

  • Cancellations kept below 5% every month
  • 95% of trips completed every month
  • Very few mistakes over five months
Why it matters

Trips that reliably get completed, with fewer cancellations.

04

Platinum Fleet

A round-the-clock premium booking desk, built from scratch.

The challenge

  • A brand-new service, new for the client and for us
  • It had to run 24 hours a day, for incoming and outgoing calls

What we did

  • Weekly and monthly training for the whole team
  • Regular check-ins and performance reviews with the client

The results

  • Calls covered 98% of the time each month
  • 95% of enquiries completed, with cancellations below 5%
  • Client revenue from this service grew from LKR 3.7M in month 1 to LKR 9.9M in month 3 (LKR 8.7M in month 4)
Why it matters

Our team kept bookings flowing, supporting the client's revenue growth.

05

Driver Hotline

Faster, more helpful answers for drivers who call in.

The challenge

  • A new hotline with unclear call guides and inaccurate ticket notes
  • Goal: calls of 3 minutes or less
  • Too few calls handled, and too many issues not solved on the first call

What we did

  • Found the 10 biggest things holding results back, and fixed each one on a set timeline
  • Coached agents to make confident decisions on calls
  • Held weekly quality reviews and simplified ticket and call steps

The results

  • Daily and weekly targets met consistently
  • Calls shortened from 6 min 37 s to 3 min 55 s, about 41% faster
  • Every call answered: 100% answer rate
Why it matters

Drivers get help faster, and the hotline runs smoothly at scale.

How Activ8 Asia takes over a new operation

The same four steps sit behind every result on this page. They help a new team get up to speed fast, and keep quality steady as volumes grow.

  1. 01

    Learn your process and targets

    We agree on clear goals with you, such as call time, calls answered on time, quality and sales, before we start.

  2. 02

    Write clear guides and train the team

    We write step-by-step guides (SOPs) and run weekly and monthly training, so every agent works the same way.

  3. 03

    Go live with backup agents

    Trained backup agents are ready from day one, so absences, resignations and busy days don't stop your service.

  4. 04

    Review every week and improve

    Weekly quality reviews find what is holding results back. We fix it on a set timeline and share progress with you.

Jargon buster

What these numbers mean

Contact centres use a lot of short terms. Here is what each one on this page means, in plain words.

Average call time (AHT)
Average handling time: how long one call takes from start to finish, including any notes afterwards. Shorter calls, without cutting corners, mean customers get help faster.
Solved on the first call (FCR)
First call resolution: the share of issues fixed in a single call, so the customer doesn't need to call back.
Agents leaving the team (attrition)
How many team members leave over a period. Lower attrition keeps skills and knowledge in the team.
Step-by-step guide (SOP)
A standard operating procedure: a written guide every agent follows, so the work is done the same way every time.
Quality score (QA)
A score from regular call reviews that checks accuracy, following the process and how agents speak to customers.
FAQ

Questions about this case study

We ran five operations: driver registration, driver support, corporate fleet dispatch, a 24-hour premium fleet desk and a driver hotline. This covered customer experience, contact centre work, verification checks, back-office tasks, data processing and reporting.

We grew the team to 15 agents, wrote step-by-step guides for every check and trained the team every week and month. The team reached 104% of the target by month 2 and 100% in month 3.

Average call time fell from 6 minutes 37 seconds in month 1 to 3 minutes 55 seconds, about 41% faster, while every call was still answered.

Yes. Our team spoke with drivers in the language they were most comfortable with. This helped raise awareness session attendance from 10% to over 90%.

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