Partnership Origins
A leading marketing company partnered with Support Services Group (SSG) in 2023 due to its excellent track record of serving a sister brand since 2011.
Desired Outcome
The new client’s primary ask was getting the team to hit metrics quickly.
Program Evolution
When the program started, the initial phase was challenging because the team was on a steep learning curve, which hindered performance. Operations took a hard look at all processes related to the account and leaned in on coaching sessions. By the second month, the team was meeting all KPI targets and the client added more complex call types. The team handled the new calls like seasoned veterans and growth was just around the corner.
The third month saw 30% growth, and by the fifth month, the program expanded to include business-to-business calls.
Key Expertise
The SSG team excels in customer service and first call resolution. Our core expertise is proven through consistently above-target quality scores and many customer and client commendations. This expertise has been a cornerstone of the partnership’s success.
Challenges and Victories
The program’s most significant challenge was managing the Average Handle Time (AHT) whenever new representatives were onboarded.
The continuous effort and support from Supervisors, Trainers, and Quality Analysts (QAs) played a crucial role in overcoming this challenge. The team successfully brought new representatives up to the expected performance levels within 60 days of deployment through dedicated training and monitoring. This effort ensured that all team members were aligned with the overall program performance, maintaining high customer satisfaction and hitting KPIs consistently.
Conclusion
The partnership between Support Services Group and a leading precision marketing solutions company highlights the successful integration of a new client program. Overcoming initial challenges through expertise in customer service and robust training protocols, this collaboration has expanded SSG’s service offerings and reinforced its reputation for delivering high-quality service.
