Case Study: Leading Networking Solutions Provider achieves consistent high CSAT during seasonal spikes with CSS Corp

Consistent and high performance even during the seasonal spikes in call volume by ensuring new hires are up-to-speed and ready for a leading networking solutions provider

CSS Corp supported a leading networking solutions provider with technical support for its wired and wireless home networking devices. The customer needed to maintain strong CSAT and service quality during seasonal call volume spikes, when rushed hiring and training often cause performance dips.

CSS Corp addressed the challenge through improved forecasting, phased hiring, and a structured training and nesting program. The team created a 120-day hiring plan, increased staffing by 35% within 90 days, used external hiring and campus recruiting, and delivered layered training with added floor support and retraining. As a result, the client sustained above-80% CSAT during peak season, with scores reaching 85% in Dec. 2011 and rising to 88% by Mar. 2012, while new hires performed at target levels from day one.