Case Studies

3-month service turnaround exceeds high CX goals

An established pest control service business needed expanded customer experience support to handle high call volumes, increase responsiveness, and reduce call times. Learn how quickly the company's high CX level goals were met and surpassed.
3-month service turnaround exceeds high CX goals

Viking Pest Control, a modern pest control service, experienced a major growth spurt and wanted to fully staff the customer experience team quickly to handle high call volumes, increase responsiveness, and reduce call times.

Struggling to find reliable staff and nervous about outsourcing–something they’d never tried in their 40-year-history, Viking turned to Ubiquity. The company also had aspirations of exceeding their KPIs, answering the vast majority of calls in 20 seconds or less and decreasing the number of abandoned calls dramatically.

Ubiquity’s ability to design a customized CX staffing plan and launch a skilled team quickly and seamlessly was a key differentiator. Ubiquity chose their Bacolod office in the Philippines as the hub for outsourced call center support, and had the first wave of agents up and running on the seventh business day, and another soon afterward.

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