What Sets Us Apart
Customer Care Solutions
Support Services Group’s talented Leadership Team has over 200 years of collective experiencein the call center space. Whether leading captive centers or driving excellence at larger BPOs, they learned what it takes to exceed expectations. SSG is nimble and operates as a true extension of our partner brands.
By exemplifying SSG’s culture and values daily, our leaders set high standards that deliver winning outcomes for our partners and their customers.
Enabling Agents to Drive Superior Customer Experiences.
SSG Key Elements of Agent Enablement. Learn More.
Every program has an executive sponsor to quickly drive organizational change. SSG nimbly adapts to act as a true extension of our client’s business. Larger BPOs simply don’t operate that way, leaving clients to wonder why nothing gets done. SSG has a better way, and it works.
Artificial Intelligence is a daunting topic for Customer Care Professionals. We understand the problem – human connections matter yet the allure of reducing costs isn’t going away. With the landscape of AI solutions ever changing, best practices are elusive, especially for someone who is already running a large engagement center. So, what is a CX Professional to do? That’s where SSG comes in. We have a team of Digital Transformation Experts who live and breathe AI every day. They know the difference between robust solutions that deliver ROI and Vaporware. We take an agnostic approach and have rigorously tested dozens of vendor solutions. We help our partners choose wisely and reduce the total cost of ownership.
SSG’s is committed to improving every program through proactive suggestions that drive positive outcomes.
• Global Operations Model: Consistent Performance is a must for clients that need to scale with quality. That’s why SSG operates on a Global Model based on Six Sigma and COPC principles. Our approach delivers consistent excellence and uninterrupted peace of mind for our clients, many of whom offer glowing testimonials.
• Flawless Implementation: Getting the right start on a new support program is essential to our mutual success. SSG has a team of professional project managers devoted specifically to New Program Implementation. SSG’s Implementation Managers provide a view of project milestones as we work from contracting to live support launch. The transition team, including members of the C-Suite, is structured to ensure efficient and effective project management, drawing on the extensive expertise and experience of key individuals within our organization.
• Support Services Group customizes our programs to the EXACT requirements and needs of each client. Each client is unique, so no two programs are the same. One program may place a premium on empathy while another may require tech-savvy agents who are at ease troubleshooting difficult problems. Both programs want the same outcome – first interaction resolution with high customer satisfaction, but the customer journey is markedly different.
Client Centric: SSG aims to earn customers for life, so we go to great lengths to recruit, train, and retain top talent. We also provide dedicated program management and hands-on, executive-level client support to our partners. Add it all up, and SSG is a true extension of the brands we serve.
What sets Support Services Group apart from the rest of the industry?
Global Footprint, Local Mindset
• Global presence in 9 countries including 17 site locations across the United States, Canada, Latin America, Europe, and Asia, as well as an expansive network of global work from home hubs.
• Leadership at each site is directly involved in client programs.
• The Senior Leadership Team is readily accessible to clients.
• The “Support Services Group Family” is strong. Our employees are motivated, happy, love what they do… and it shows! We have long-tenured employees – over triple the industry average for employee tenure. Culture is the lifeblood of Support Services Group around the globe.
Operations
• Voice Superiority – SSG has the most capable voice agents in BPO. We invest heavily in Agent Enablement with proven results.
• We are maniacally obsessed with continuous improvement. We perform, perform, perform.
• We forge sustainable, long-term client partnerships based on collaboration, customization, and quality.
• Recruitment, Training, Quality and Operations collaborate to improve the customer journey and build brand loyalty for our clients. It is so much easier when an agent is knowledgeable, empathetic, and empowered.
Bold Vision
• Ease of Doing Business – SSG is nimble and executes bespoke solutions faster than Big Players roll out one-size-fits-all programs. In short, we are the BPO “Easy Button.”
• We Make CX Excellence Easy: SSG executes better. We outperform all competitors. We actively seek out value-share arrangements because we know how win-win partnerships work.
• We anticipate the needs of our clients and innovate rapidly.
• SSG’s AI technology reduces total cost of ownership for our clients.
Technology
• We take an agnostic approach and have rigorously tested dozens of vendor solutions.
• We help our partners choose wisely and reduce the total cost of ownership.
• Flexible, customizable technology platform that enables rapid scalability.
• Open architecture, so we can adopt and integrate your business technology and processes leveraging your existing infrastructure investments.
• Workforce management that is always a step ahead, nimble, and proactive, driving higher productivity and customer satisfaction.
