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. Within just eight weeks, fully staffed support teams were operational across phone, email, and chat. 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.
More than just an outsourcing win, it was a strategic turnaround.
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