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 Achievement Categories
Nomination Sub Category: Customer Service Employer of the Year
 Nomination Title: Standout Culture Makes SSG Employer of Choice
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, 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 organization: its history and past performance (up to 200 words):
Total 197 words used.
At Support Services Group (SSG), we're dedicated to providing world-class Omnichannel Contact Center solutions. Since our inception in 1998, we've earned the trust of over 100 referenceable clients. We believe in building our business on a foundation of three pillars: Our People, Our Technology, and Our Solutions.
We call ourselves the SSG-Family and we are committed to fostering a family-like workplace environment where all employees - both in-center and at-home - can thrive. We strive to make our workplace fun and supportive, offering personal care and career growth opportunities to each of our employees. We harness technology to enhance the customer experience at every touchpoint and strive for consistency and quality in each interaction in order to to drive lasting growth for our clients. Our commitment to excellence extends beyond the workplace. We believe in giving back to our local communities and encouraging our employees and their families to be stewards of their communities as well. To date, our approach has been working, SSG is no longer a small domestic player, instead, it has become a global organization of nearly 10,000 employees. Even in this accelerated growth, we have maintained very strong customer and employee satisfaction.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
SSG has seen unprecedented growth during this contest period. The biggest challenge faced by our organization has been how to scale in accordance with our plans, but also to maintain an unwavering focus on employee satisfaction and engagement. During this time we have onboarded over 30 programs and acquired and integrated 9 acquisitions. The immense challenge faced was how to realize this growth, integrate the disparate organizations into our culture and operations, all while not only maintaining, but improving employee satisfaction.
Our 2022 Employee Satisfaction Results speak for themselves and are a testament to our success in integrating and executing our tremendous growth efforts while keeping our people-first mindset. This survey was sent out to nearly 8,500 employees (including those of all 9 recent acquisitions) and we saw an 83% global response rate.
Overall satisfaction working for SSG
- 95% of our employees are Satisfied/Neutral working for SSG.
See SSG as good place to work
- 95% agree that SSG is a good place to work.
Access to learning, development, and tools
- 95% agree that they have access to L&D needed for their job.
- 95% agree that they have the tools needed to perform their job well.
Feel heard
- 86% feel that their opinion as employees matters to the organization.
About management
- 97% agree that their manager is doing a good job
- 89% agree that their manager (or someone in the management) has shown interest in their career aspirations
About continued employment with SSG
Overall, 89% see themselves long-term with SSG
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
Since July 1, 2020 Support Services Group has achieved remarkable growth, integrated many acquisitions while maintaining a strong company culture and employee satisfaction. The company's "people first" culture has been a key factor in its success. Marcy Payne, our Global President and COO, emphasizes that "nothing is more important to us than culture. Culture is the heartbeat of our people and the driving force behind our ability to provide world-class service for our clients." We're constantly striving to keep our employees passionate, which in turn allows our programs to perform. The achievements we've accomplished in the past two years are truly remarkable, and we're incredibly proud of our team, our technology, and our solutions for making it all possible.
During the contest period, SSG’s achievements include:
- Successfully navigated COVID-19 while maintaining high levels of customer and employee satisfaction
- Acquired and Integrated 9 companies
- Annual revenue growth from $84 Million to $186 Million
- 7 current open projects
- 8 completed organic expansion projects*
- 22 completed major projects*
*Notably, 97% of tasks were completed on time for completed projects.
- Executed a Global Marketing overhaul to showcase SSG’s real people as the heartbeat of our organization
When CEO Bryan Gross accepted the challenge to aggressively grow SSG, he refused to sacrifice culture. “We’ve created this unmistakable global presence,” said Gross. “But we’ve been able retain our culture. Staff development, bringing in new talent, treating people like family. We can never lose sight of what got us here.”
- 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 157 words used.
Relevant Links / Supporting Materials:
Presentations uploaded:
Videos: Videos are too large of file size to upload- please click the link below to view:
- SSG Culture Video at this link
- SSG’s 2020 Year End Video shows Culture and year highlights at this link
- SSG’s 2021 Year End Video shows Culture and year highlights at this link
- SSG APAC Q2 2022 Look-Forward Video shows Culture and half-year highlights at this link
- SSG’s 2022 Year End Video shows Culture and year highlights at this link
- SSG 2022 Employee Testimonial at this link
- Work at Home Recruitment Video link
- Teamwork Value video Link
- An example of one of our Site Tour Videos used to replace in-person prospect visits during Covid-19 is at this link
- 2022 SSG-Olympics Manila Video link
- 2022 APAC New Hire Welcome Video link
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