Case Study: ezCater achieves low agent attrition and high agent engagement with Medallia Agent Connect

Three Items Fast-Growing ezCater Focuses on to Minimize Agent Attrition in the Contact Center

ezCater is a fast-growing online marketplace for business catering that connects over 34 million customers with more than 60,000 caterers. As the company scaled its customer service team to 170+ “Customer Service Ninjas” across multiple locations, it faced the common industry challenge of contact center attrition — a costly cycle of hiring, onboarding and lost service quality that can erode customer experience and sales.

ezCater addressed this by building a strong service culture, hiring deliberately, and investing in training, QA and real-time feedback via Stella Connect so agents own and see their impact. Leaders empower agents to resolve issues, recognize top performers publicly, offer flexible PTO and boost team morale with events and rewards. The result: a consistently high average rating (4.8/5), very few poor scores, low turnover even while quadrupling the team, and sustained customer satisfaction as the organization scales.

ezCater

Petra Wise

Director of Customer Service