At Support Services Group, we understand the power of exceptional customer service in today’s competitive landscape. This case study explores our successful partnership with a leading moving company. We detail how we helped our client elevate their customer service offerings and achieve remarkable results. 

Circumstance Faced: 

In 2021, the client faced challenges in sales conversions and customer satisfaction. They sought to improve their service offerings to meet evolving customer needs. 

SSG’s Approach:  

SSG conducted a thorough review of their existing recruiting and Training processes. Identifying areas for improvement and implementing an action plan to create a team of highly skilled customer service representatives (CSRs) dedicated to exceeding customer expectations. 

Actions Taken: 

• Targeted Recruitment: SSG revamped recruitment to attract natural sellers with solid communication skills and a consultative approach. 
• Enhanced Training: Script-based interactions were replaced with a focus on active listening and discovery questions. This enabled CSRs to understand customer needs and provide solutions tailored to each situation. 
• Value-Driven Conversations: The emphasis shifted from price-centric selling to highlighting the unique benefits and features of their offerings. 
• Beyond Customer Service: The collaboration initially focused on sales and customer service. However, it evolved to encompass other areas such as logistics and commercial services, establishing comprehensive solutions. 
• Commercial Services: A dedicated team of bilingual (English/Spanish) agents was established to assist their enterprise clients with comprehensive solutions. 

Results: 

The partnership yielded impressive results: 

• Increased CSAT: Customer satisfaction scores (CSAT) surpassed the target of 80%, reaching a commendable 84%. 
• Quality Assurance: Quality assurance (QA) scores consistently remained above 90%, demonstrating the effectiveness of SSG’s training and support. 
• Sales Success: Local sales conversion rates soared, exceeding the target by a significant margin (39%). 
• Program Growth: The Costa Rica team has grown considerably, boasting 38 production service agents, 27 trainees, and 11 commercial agents. 

Challenges and Victories: 

One initial challenge was high Agent attrition. SSG addressed this by implementing an action plan that included: 

• Clear Scheduling Communication: Ensuring new hires fully understood work schedules from the outset. 
• Workforce Collaboration: Partnering with workforce management to accommodate agent requests whenever possible. 
• Work-From-Home Opportunities: Providing the option to work from home after training completion. 
• Enhanced Support System: Assigning dedicated leads and peer coaches for timely assistance. 
• Improved Communication: Fostering better communication flow between leads and their teams. 
• Motivational Coaching: Regular coaching sessions to provide feedback, address issues, and maintain agent motivation. 

A Unique Partnership: 

Our dedication to continuous improvement and ability to adapt to evolving needs are hallmarks of this successful partnership.  Our focus on quick action, delivering consistent results across all Key Performance Indicators (KPIs), and maintaining a QA score above goal for over two years is a testament to our commitment to client success. 

SSG, in partnership with one of the nation’s leading companies, has achieved remarkable success by prioritizing exceptional customer service throughout the customer journey. This collaboration demonstrates the value of investing in a skilled and well-trained workforce, ultimately leading to enhanced customer satisfaction and increased business growth for our clients.