Case Study: Large VoIP Service Provider boosts first call resolution and customer satisfaction with CSS Corp

Creating Customer-centric Support Culture in Operations for a large VoIP Service Provider

CSS Corp worked with a large VoIP Service Provider serving business and residential customers worldwide. The client was managing a major acquisition, rising competition, and the need to launch new offerings while maintaining strong support quality, so it sought a seasoned support partner to strengthen its customer service operations.

CSS Corp delivered global multilingual, multichannel support from centers in the US, Costa Rica, and India, using customer-centric process flows and customer communication enablement. The solution improved first call resolution to 82%, raised issue resolution to 90%, boosted CSAT to 92%, and helped the team handle more than 200,000 cases across voice, email, and chat.