GETTING STARTED WITH ZENDESK TALK 11 Streamline routing Consider remote agents MANAGING A REMOTE TEAM: GETAROUND Routing callers to the wrong agent takes If your team is looking for ways to up valuable time—receiving agents will decrease costs, you might consider hiring spend time on the phone with a customer, remote agents, which can reduce staffing even though they may not be equipped and infrastructure costs. Because there to help them. A well-designed IVR routing is no specific equipment required to use system, or phone tree, will allow callers to Zendesk Talk, agents can get started Getaround is an on-demand car sharing select who they need to speak to, so they anywhere in the world. Plus, real-time community, creatively tackling the very are connected to the correct agent on the dashboards make it easy for you to keep real problem of car overpopulation. first call. We provide more information for tabs on agent performance, even if they Since 2010, they’ve launched car sharing in five major U.S. cities, and designing effective IVR trees later in the aren’t in the same office. expansion at this speed has required ebook. their Customer Happiness team to scale in step. Given the risk and liability Train and support your team involved in driving, and considering the physical value of a car, phone support is They’ll help you improve first call essential to their success. resolution, decrease handle time, and With Zendesk Talk, the Getaround team increase customer satisfaction. We’ll can quickly onboard new agents to their teach you more about hiring, training, and call center in the Philippines, without coaching agents in the section on “Staffing investing in any additional equipment. and training agents”. Agents only need their laptops to start helping out customers over the phone.