Case Study: Viking Pest Control achieves 98% call answer rate and 22% faster handling with Ubiquity CX support

Three-Month Turnaround Meets High CX Service Level Goals

Viking Pest Control, an established pest control service, faced a challenge in scaling its customer experience team to handle high call volumes and improve responsiveness. They struggled to find reliable local staff and were new to outsourcing. They partnered with vendor Ubiquity to implement a CX solution that would help them meet key service level goals.

Ubiquity quickly deployed a team from their Bacolod site, ramping up to handle 41% of Viking's inbound call volume. This allowed Viking to repurpose internal staff and significantly improve efficiency. As a result, Ubiquity helped Viking achieve a 98% call answer rate over three months and reduce average call handling time by 22%.

Viking Pest Control

Paul Bergmann

President