FYDI Global Outsourcing Solutions for DiDi Pay

Objective

DiDi, the world’s leading intelligent taxi platform, required a scalable outsourcing solution to support its growing operations as it expanded across 18 countries in the Asia Pacific, Latin America, Africa, and Russia. DiDi Pay, the payment arm of DiDi, faced rapid growth in service demand and needed a trusted BPO partner to provide exceptional Spanish language customer support in Latin American markets.

The challenge was to scale quickly while maintaining service quality and operational efficiency.

Plan: How FYDI Global Supported DiDi Pay

FYDI Global designed and implemented a tailored outsourcing strategy to meet DiDi Pay’s specific needs. Key milestones included:

• Rapid Scalability: Starting with 20 service seats, FYDI Global expanded capacity to 270 seats within three months to handle growing demand.
• Spanish Language Customer Support: Providing exceptional support for inquiries and payment services, ensuring a seamless user experience.
• Data-Driven Optimization: Leveraging comprehensive data analytics to enhance service quality, track performance metrics, and optimize operations.

By scaling efficiently and implementing data-backed strategies, FYDI Global empowered DiDi Pay to deliver consistent, high-quality support.

Results: DiDi Pay’s Success with FYDI Global

Through this partnership, FYDI Global has delivered measurable success for DiDi Pay:

• Top Data Performance: FYDI Global has consistently ranked #1 in comprehensive data performance, exceeding customer service expectations.
• Rapid Scalability: Expanded from 20 to 270 seats in three months, enabling DiDi Pay to meet increasing demand without service disruption.
• Improved Customer Satisfaction: Exceptional Spanish language support ensured high satisfaction rates among users in Latin America.
• Increased Recovery Rate: The percentage of recoveries went up significantly with FYDI Global.
• Customer Satisfaction Score: An increase in customer satisfaction was denoted. 
• Reduction in Call Abandonment: FYDI helped lower the rate of abandoned calls. 
• Increased First Rate Call Resolution: FYDI Global helped increase our first call resolution.
• Compliance rating: Under FYDI Global our compliancy rating was A+. 

The collaboration allowed DiDi Pay to successfully serve a rapidly growing customer base while maintaining superior service quality and expanding its presence across key global regions.

Why Choose FYDI Global for Scalable BPO Solutions?

At FYDI Global, we specialize in delivering customized outsourcing solutions that scale with your business. Our proven expertise in multilingual support, rapid capacity expansion, and data-driven optimization empowers organizations to:

• Achieve Operational Efficiency: Seamlessly meet growing service demands with tailored solutions.
• Enhance Customer Satisfaction: Deliver exceptional customer experiences across languages and regions.
• Scale Rapidly: Support expansion with flexible and scalable outsourcing strategies.
• Debt Collection: FYDI Global manages your debt collection.

“FYDI Global has consistently delivered measurable results—improving recovery rates, boosting customer satisfaction scores, reducing complaint volumes, increasing first call resolution, and lowering call abandonment rates.”

Get Started with FYDI Global Today

Discover how FYDI Global can help you scale operations, improve customer satisfaction, and optimize service delivery with tailored BPO solutions.