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Enhancing Operational Efficiency

Overview

CSC Service Works, a leading provider of laundry solutions and air vending services, was struggling with inefficiencies in customer support due to an unreliable outsourcing partner. Our tailored approach significantly improved operational efficiency, reduced attrition-related issues, and enhanced customer satisfaction while optimizing costs.

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Story of the Customer

With over 90 years of industry experience, CSC Service Works serves more than 40 million residents, consumers, property managers, and owners across the United States, Canada, and Europe. However, their existing outsourcing partner was failing to meet service expectations due to high attrition rates and absenteeism. Seeking a reliable partner, CSC turned to us for a solution that could improve customer interactions, ensure service continuity, and reduce operational inefficiencies.

The Challenge

CSC Service Works faced critical challenges in their customer service operations -

Their previous outsourcing partner had high attrition rates, leading to frequent service disruptions.
Long wait times and unresolved issues resulted in declining customer satisfaction.
The lack of a flexible workforce created inefficiencies during peak seasons and weekends.
The client needed a cost-effective, skilled team fluent in English and Spanish to enhance customer interactions.

The Solution

We developed a strategic outsourcing solution tailored to CSC Service Works' operational needs -

Pilot Team Implementation - Launched with an initial team of 15 specialized agents who were gradually cross trained across multiple service lines.
Flexible Workforce Management - Built a scalable model with buffer agents to handle planned and unplanned absences, ensuring consistent service levels.
Experienced Talent Pool - Sourced agents with prior customer support experience, reducing training time and accelerating efficiency improvements.
Security & Compliance Measures - Integrated client-provided software and implemented IP whitelisting to ensure secure operations.
In-House Training Program - Transitioned to an internal training model after initial onboarding by the client's onshore team, ensuring continuous skill enhancement.

The Result

Our strategic partnership delivered tangible improvements and measurable success for CSC Service Works -

30% increase - in call-handling capacity, enhancing customer response times.
45% reduction - in operational costs through efficient workforce management.
30% improvement - in C-SAT scores, reflecting enhanced service quality.
Seamless weekend coverage - ensuring consistent customer support during critical hours.

Unlocking Operational Excellence with Our Expertise

We empower businesses like CSC Service Works with customized customer support solutions that drive efficiency, enhance satisfaction, and reduce costs. Our expertise, strategic workforce management, and commitment to service excellence ensure sustainable business growth.

Partner with us to elevate your customer service operations. Contact us today to explore tailored solutions for your business.