Case Study: a top five property preservation company achieves faster, scalable call center service with Sutherland Global Services

Top Five Property Preservation Company - Customer Case Study

The client, one of the top five property preservation companies in the United States, was dissatisfied with their existing call center vendor due to declining service levels, unpredictable pricing, and an inability to handle fluctuating call volume. They partnered with Sutherland Global Services to implement a flexible call center operation that could manage staffing, hiring, and training to meet their needs for property inspection and preservation support.

Sutherland Global Services analyzed call volume patterns and designed a nimble support structure, including a 24/7 call center with optimized shift schedules. This solution ensured calls were answered swiftly by agents who document issues and schedule vendor work. The partnership resulted in Sutherland consistently exceeding service level agreements, achieving an 8-second average answer speed, a 5-minute average handling time, a less than 3% abandonment rate, and 98% quality scores.