In 2018, a leading company in home cleaning solutions embarked on a mission to elevate customer support for its premium vacuums in the US. We were thrilled to be chosen as their partner for a pilot program in Ohio. The program’s success paved the way for a more extensive collaboration. When their primary provider unexpectedly faced a complete shutdown during 2020, SSG stepped in to fill the critical gap.
Circumstance Faced:
From the very beginning, SSG prioritized exceeding the client’s expectations. When initial Customer Satisfaction (CSAT) scores fell short, we partnered with them to conduct a thorough root-cause analysis. We tackled the issue head-on by identifying areas for improvement and focusing on soft skills training. Within eight weeks, we surpassed the client’s CSAT targets, solidifying our position as their trusted partner. This unwavering commitment to continuous improvement remains a cornerstone of our successful partnership.
With our nearshore operations in Panama, SSG became a lifeline for the client at a crucial moment. By March 23rd, 2020, we had a dedicated team running, seamlessly taking over their core product support for North America and Canada.
SSG’s Approach & Actions Taken:
SSG mobilized by creating an onboarding a team and ramping up operations in Panama, this initial team of 15 agents focused on the core products.
Despite the pandemic’s challenges, our team in Panama thrived. Their rapid knowledge acquisition and exceptional productivity exceeded expectations. This success story led to a program expansion encompassing Deep Cleaning products and an additional headcount.
However, initial Customer Satisfaction (CSAT) scores fell short of our shared goals. Committed to continuous improvement, we collaborated with the client to conduct a thorough root-cause analysis. We tackled the issue head-on by identifying areas for improvement and focusing on soft skills training. Within 8 weeks, we surpassed the CSAT targets, solidifying our position as their trusted partner.
This achievement propelled our partnership forward. We expanded our service offerings to include Email, Social Media, Tier 5 support, Back Office functions, Chat Services, and Connected Troubleshooting and even supported their entry into the Australian market. To accommodate this growth, we strategically established operations in Costa Rica, seamlessly transferring knowledge and expertise without impacting service levels.
Results:
CSAT: Through proactive measures like Lean Six Sigma analysis and a focus on soft skills, SSG successfully navigated a CSAT dip and consistently achieved their target of 85% and above.
Complete Business Takeover: Within two years, SSG transitioned all their lines of business, including Social/Tier 5, Back Office, Sanitaire, and Business-as-usual operations. We currently have a total of 163 full-time equivalents (FTEs) assigned to the program, with approximately 60% in Panama and 40% in Costa Rica.
Adaptability & Proactive Mindset: SSG’s agility in change management and commitment to continuous improvement fostered the client’s trust and the program’s success.
Challenges & Victories:
Throughout the partnership, we’ve tackled various challenges related to performance optimization, new product launches, and recall processes. Our unwavering focus on continuous improvement and employee motivation has been instrumental in overcoming these hurdles.
Learning from both successes and setbacks is ingrained in our culture. This ensures consistent innovation and improvement across all our client partnerships.
The CSAT challenge exemplifies our problem-solving capabilities. By swiftly identifying the root cause and implementing targeted training, we achieved a significant and sustained CSAT improvement.
When we started servicing all the client’s products, SSG’s CSAT (Customer Satisfaction) scores dipped, and our operations team quickly took action:
- Using Lean 6 Sigma tools, a root cause analysis was conducted to better understand the forces involved.
- Through in-depth analysis, we identified an unlikely culprit for an SSG team – poor soft skills. Managers emphasized new product knowledge so much that some agents forgot the importance of providing frictionless customer experience.
- For this, we started an awareness campaign to educate, illustrate, and reinforce the importance of this KPI. During this campaign, we had a list of training and activities that were measured to see their effectiveness and replicate as needed to get the desired results.
- With all the actions taken, SSG’s CSAT scores rose an average of 7% and are now consistently above goal.
A Unique Partnership:
The strength of our partnership lies in several key factors. We have a highly experienced team with an average of 15 years of call center experience, fostering a deep understanding of industry best practices. Additionally, our commitment to continuous improvement ensures we proactively identify areas for optimization and deliver exceptional service at every touchpoint.
Finally, our dedicated CSAT and Process Improvement Lead is critical in driving customer satisfaction and operational excellence within the program.
This partnership exemplifies the power of collaboration, continuous improvement, and a shared commitment to excellence. By leveraging our expertise and adaptability, we transformed the client’s customer service operations and built a long-term, successful partnership. We’re proud to be their trusted partner and look forward to continuing to support their success in the years to come.