Case Study: BISSELL achieves rapid customer care scale-up and improved service levels with Support Services Group

BISSELL boosts CSAT to 85% in 90 days with Support Services Group

Support Services Group (SSG) partnered with BISSELL to provide tech support, order support, and customer care for its line of IoT-connected products. When the COVID-19 pandemic caused a massive surge in orders and another of BISSELL's call center partners was shut down, service levels dropped to 15% and wait times exceeded three hours, creating a critical customer service challenge.

SSG launched an emergency team in Panama, hiring experienced staff and implementing a virtual training model led by their Ohio team. The solution rapidly improved performance; within 90 days, service level recovered from 27% to 90%, CSAT increased from 64% to 85%, and average handle time dropped significantly. Support Services Group grew the team from 12 to 76 FTEs while maintaining low attrition, enabling BISSELL to effectively support its customers.

BISSELL