Case Study: Grubhub achieves seamless work-at-home scaling with Teleperformance

Work-at-Home Success Before, During, and After COVID-19

Grubhub, a leading online and mobile food delivery platform, needed a more scalable customer care model to handle major demand fluctuations, especially during evening dining rushes and peak periods. To address these staffing and service-level challenges, Grubhub partnered with Teleperformance to explore a work-at-home customer experience model supported by remote recruiting, hiring, training, and management processes.

Teleperformance implemented a secure work-at-home solution for Grubhub, including BYOD setup, connectivity validation, and tools to keep remote agents connected and engaged. The result was a rapid transition of 100% of Grubhub’s workforce to work from home in less than two weeks, with no service disruption, plus measurable performance gains such as nearly 6.5% lower chat AHT, nearly 10% lower phone AHT, CSAT up 12 points, attrition down almost 50% in most LOBs, and shrinkage reduced by nearly 3%.

GrubHub

Tricia Thomsen

Director