Faced with limited in-house resources and an urgent need to scale, a New York-based international media company found itself struggling to keep up with customer demand. Subscriber growth was on the rise—but so were service gaps, training bottlenecks, and low retention rates.
SVC deployed a team of experienced managers, trainers, and agents trained across customer service, retention, and technical support. Leveraging its expertise in customer service outsourcing in the Philippines, SVC delivered fully staffed support teams across phone, email, and chat in just eight weeks. Through continuous training and performance tracking, the company’s CSAT score jumped from 89.34% to 95.88%, and customer retention rose from 23.21% to 31.8% over three years.
The result? A 165% increase in workforce capacity, streamlined operations, and significantly lower costs per employee—all without compromising service quality. This case highlights the advantages of working with a trusted Philippines' outsourcing call center, capable of handling both scale and quality with ease.
Beyond customer care, SVC also provides specialized solutions such as outsourcing in-app support for businesses needing multi-channel coverage.
More than just an outsourcing win, it was a strategic turnaround.
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