Background
In 2021, a US-based credit reporting company was searching for a BPO, after facing a surge in subscriber sign-ups. They chose SSG (Support Services Group) Mexico in Hermosillo, Sonora, for its large pool of English speakers, its experience working with credit companies, and the city’s affinity with US culture.
CircumstanceÂ
In early 2021, there was a big upward shift in credit score tiers in the US, with more customers transitioning from sub-prime to prime credit scores. The result was an increase in sign-ups for this US-based credit reporting company. The client needed a BPO to help them quickly expand their customer service and retentions team. In addition, the client wasn’t happy with an onshoring partner they had that was based in Phoenix, Arizona.
Approach
SSG assigned a veteran operations manager with years of experience to oversee the program, and work with Recruitment and Training. In particular, the client wanted SSG to get the program running as soon as possible, but with the right people for the account.
Solution
The Operations Team, along with the help of Recruitment and Training, hit the ground running. A new site for the client’s program typically takes anywhere from 90 to 180 days from hiring to implementation and launch. SSG Mexico cut this down to 30 days, and immediately started competing with the client’s top 3 sites in all key metrics. In addition, because SSG focused on hiring the right agents, customer satisfaction was on target quickly and the program had the lowest attrition rate of any new launch.
ResultÂ
- Cut down expected new site launch timeline from 180 days to 30 days
- Agents matched exact hiring profile and provided seamless Customer Experience
- Lowest attrition rate for any of the client’s new site launches at 4%
- The onshoring partner in the US was discontinued
