Company: Support Services Group, Inc. | Waco, TX USA
Company Description: Support Services Group was founded in 1998 and is a leading provider of various types of Consumer Support, including Technical Support, Help Desk Services, Customer Service, Ecommerce and Retail Support, Lead Generation, B2B/B2C Sales, Sales Support, Chat Support, Email Support, and Knowledgebase Management. We have 7 contact center locations across the United States, Latin America, and Canada.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
 Nomination Title: SSG | Michael Kors Partnership
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 198 words used.
The Michael Kors account, which has been serviced by Support Services Group (SSG) since 2017, has seen consistent year-to-year growth. The account initially began with a small team in based out of SSG's Atlanta, Georgia location but eventually, most of the FTEs were moved to the Dominican Republic as the client recognized the reliability and strength of the Nearshore SSG customer support team. Over time, SSG and Michael Kors have developed a strong partnership, with both sides remaining laser-focused on meeting customers' expectations and achieving year-to-year sales goals.
The Michael Kors account is currently overseen by Keila Tatis, who serves as the Operations Manager, working alongside Lori Merritt, who leads the client services team. Under the leadership of Keila and Lori, the account has seen exceptional performance with high First Contact Resolution rates, exemplary Quality Assurance scores and consistent year-on-year sales growth. The customers have developed trust and confidence in the teams' dependability and sensitivity to their specific needs and preferences, which have greatly contributed to the account's overall success.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
When the pandemic hit in early 2020, the Michael Kors program faced its biggest challenge yet. The call center and headquarters were forced to shut down operations to prevent the spread of COVID-19. The majority of Michael Kors personnel switched to a work-from-home program, with only a skeleton crew of 15 associates remaining to handle chat and email channels. However, in September 2020, the company made the bold decision to restart on-site operations, adhering to all local laws and regulations. With a team of 30 agents in the Dominican Republic, 15 in Nova Scotia, and 4 in Atlanta, the program slowly but surely began to rebuild. Over time, the team has been able to regain headcount.
To the Executive team, Ebrahim continued to highlight the Contact Center's role in supporting customers and generating sales and successfully got funding to reopen after five months of closure. Quickly Ebrahim developed an opening strategy to ensure the Call Center could return to pre-COVID sales and service levels.
Despite these challenges, the team has accomplished some incredible feats:
- The team has handled 918,494 phone calls from September 1st, 2020, until December 3rd, 2022, with an average handling time of 07:30 min.
- The "First Call Resolution" score from September 1st, 2020, until December 3rd, 2022, was 90%, with a 23% response rate and 203,955 surveys filled out by customers.
- The team has exceeded sales goals year-over-year.
- The team has maintained strong Quality Assurance scores from September 1st, 2020, until December 3rd, 2022.
- 91.16% in Order Support and Order Placement, with 7,446 calls evaluated.
- 92.13% in Warranty with 1,579 calls evaluated.
These are remarkable achievements, especially considering the challenges faced during the pandemic. SSG has been resilient and adaptable while consistently delivering results for the MK client.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 184 words used.
The management team, led by Keila Tatis and Lori Merritt, was directly responsible for the team's exceptional achievements. Their leadership skills and guidance were instrumental in helping the team navigate the difficulties caused by the pandemic and successfully restart on-site operations. They worked closely with the client and internally to develop a clear and strategic vision and ensured that the team was well-equipped to handle customer interactions.
Through the management's guidance and direction, the team was able to implement effective strategies that led to high "First Call Resolution" scores, high response rate on customer surveys, exceeded sales goals year-over-year and maintained strong Quality Assurance scores. These achievements are significant and demonstrate the team's ability to consistently deliver high-quality service to customers and build customer loyalty and trust even during challenging times.
The managers also played a crucial role in fostering an environment that allowed the team to maintain and grow the customer base despite the difficulties caused by the pandemic. Their leadership and guidance were instrumental in helping the team overcome obstacles and deliver outstanding results for the MK customers and for the business.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 30 words used.
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