Case Study: Leading Low Cost Communications Service Provider achieves $250K annual savings with CSS Corp workforce management

Leading Low Cost Communications Service Provider - Customer Case Study

CSS Corp worked with a leading low cost communications service provider that needed to reduce operating expenses while maintaining strong customer support performance. The customer wanted to outsource its customer care command center, which managed intra-day staffing, SLA performance, and IVR messaging across seven sites and five vendors, without losing productivity during the transition.

CSS Corp implemented an offshore workforce management team staffed with experienced analysts, supported by testing, interviews, and detailed training/SOPs from the existing team. The solution kept service levels within target, improved agent occupancy, reduced paid time through Voluntary Time Off, and helped the customer save almost $250K per year while improving customer satisfaction and shifting support to a revenue-yielding model.