Support Services Group serves over 100+ clients

Our partnerships range from newly on-boarded to 35+ year relationships with an average client tenure of 4 years. Our seasoned management team emphasizes our client’s vision of customer service and support.

— Customer Satisfaction

Why do

customers

stay with SSG

Since its foundation, Support Services Group has continuously developed and improved leading-edge applications to meet our clients’ needs. We combine excellence in people, cutting-edge technology, and quality-oriented processes to tailor solutions that meets our clients’ exact business requirements.

"Support Services Group has been a great partner for many years. Their flexibility, attention to detail, and commitment to delivering on our brand promise have helped us provide award-winning, world-class customer service. Client relationships are important to me, and I find that the leadership team is very approachable, dependable, and accommodating. The SSG team is always willing to explore innovative approaches and new technologies to elevate our service experience and reduce customer effort. Their global footprint also makes it easy and cost-effective to provide multi-lingual support"

Ebrahim Hyder

VP, Michael Kors Customer Service

“I was hesitant to hand over customer traffic to a BPO… but, SSG has changed how I think, feel and will operate outsourcing going forward. SSG has been a true partner and has been nothing but supportive. They have fulfilled all hiring needs, have pivoted channels and coverage when requested, and have delivered service level higher than expected and at times higher than in-house teams. I would recommend this team 100x over and will attempt to bring them along with me through my career.”

Jessica Bengtzen

AVP, Contact Center Operations Backcountry.com / Saks.com

“Awesome results, team. Thank you so much for doing such an amazing job with our customers and a huge shoutout to Xyllina and Martin and your MVP status. We can't express enough how glad we are to have all of you supporting our customers and representing Crate in such a fabulous way!

Dawn Sand, Director

Director, Customer Care, Crate & Barrel

"SSG has been an excellent partner! Their flexibility to accommodate various team sizes was a great fit for our business. When we needed to ramp quickly, SSG was able to stand up a new site during the pandemic in record time to support our customers’ requests. They demonstrated flawless execution and overcome all challenges to achieve full performance in 90 days which was validated through consumer CSAT scores that exceeded the national service benchmark. Great partners, great execution, and a pleasure to work with."

Razi S.

Associate Director, BISSELL Consumer Care

“Chat was up 86% for us in 2020 and we would not have been able to meet our SLA’s without our partnership with Support Service Group. The team at Support Service Group has given us the ability to lean into additional staffing to meet our customers’ demands. We have been able to meet our service level agreements and customer expectations.”

Susan Campbell

Vera Bradley

“We absolutely enjoy working with our SSG team and greatly appreciate the value they bring to our operation. Not only do they consistently provide outstanding quality in the services they provide, but they always go the extra mile with proactive process recommendations, which have proven to add even more efficiencies to the Mercedes factory.”

Attila Agocs

Facility Manager, Mercedes Benz

“At the beginning of the pandemic, our online business grew “exponentially.” This resulted in a sudden increase in support interactions and the need to double the size of our team. SSG was able to accommodate the numbers we needed, no questions asked! I don’t know how we would have been able to handle these volumes without them!”

Ruth Jones

Manager, JOANN Customer Care

“SSG excels at adapting to our changing needs, whether creating a unique report to measure performance or adding a new feature to our customer-facing feedback site to enhance the customer experience. When our stores were not open for dining and experienced a vast shift to more online ordering, SSG helped us streamline our call categories to provide better focus and detail to our online ordering feedback. Through our many years of working together, SSG continually demonstrates flexibility, responsiveness, and dependability.”

Kerri Kudla

VP, Training & Customer Service, Cold Stone Creamery/Kahala Brands

“Our partnership with SSG is based on loyalty and commitment to be the best in class. The team continues to be one of the most dependable team in collections. It's not always the result that truly matters but the hard work they show monthly makes them a valuable part of our team.”

Cris Ivan Cruz

Metrobank Midrange Head

“The Hermosillo launch with SSG has been the strongest we have ever encountered. A typical new site to our program can take anywhere from 90 to 180 days to really get the hiring profile accurate with agents that can bring strong and honest retention strategies. SSG literally hit the ground running. Within 30 days they were competing with the top 3 sites in all key metrics. We have had zero issues with accents or language translation and the absolute LOWEST attrition rate for any launch. The management team is professional, informative, and has a strong desire to partner. Thrilled with this new partner!!”

Danielle Rench

Voyso VP

“Support Services Group has been a long-time partner of Ancient Nutrition. They handle a significant portion of our customer service calls, inbound TV calls, and outbound programs. They have proven to be an excellent partner for our Direct Response Business. They are detailed, professional, creative, and their results have helped us grow our DTC business. We highly recommend their services.”

Pam McWilliams

Senior Director, Direct Response Marketing & Customer Experience, Ancient Nutrition

“I have been working with the accomplished and experienced team of SSG and GFM for over 20 years! They have an incredible veteran management group who are always efficient, innovative, and available. SSG can handle large call volumes, close with high average tickets, and have fantastic success in brand ambassador relations with our customers. In 2020 alone, SSG shipped almost 200k packages and processed millions in revenues. We trust SSG and look forward to our continued success with them!”