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 Training Team of the Year - Internal - All Other Industries
 Nomination Title: Team Masters Virtual Training Realizing Outstanding Graduation Rates
- 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 team, 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 team: its history and past performance (up to 200 words):
Total 140 words used.
[REDACTED FOR PUBLICATION] successfully launched as a national streaming service in 2008, becoming a trendsetter within the streaming industry. In May 2020, Support Services Group (SSG) acquired the contract with [REDACTED FOR PUBLICATION] to provide Viewer Experience Advocates, with only 50 agents as part of the initial launch. Despite the challenges of the COVID-19 pandemic, the training team was able to overcome obstacles to launch a successful program. Terence Fonteneaux was a key member of this team, having begun in the [REDACTED FOR PUBLICATION] program as an agent before being promoted to Team Lead and eventually Trainer, known for consistently delivering quality agents and handling client-required processes. Under the guidance of the training team, the program saw speedy growth and achieved excellence within a short period of time, with the team consistently ranking within the top five of all SSG BPOs within five to six months.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 183 words used.
Since July 1, 2020, every training class [REDACTED FOR PUBLICATION] has been conducted in a virtual environment via Zoom meetings, without any in-person training for agents. Despite the complexity of training large groups of agents virtually, the training team has consistently achieved success in training classes of over 60 agents. The team has used different training and teaching methods to ensure that all agents are able to effectively learn and develop the necessary skills to become successful Viewer Experience Advocate [REDACTED FOR PUBLICATION]. Terence Fonteneaux has played a key role in this effort, utilizing adaptive teaching methods to accommodate the unique needs of large groups of trainees.
In addition, Terence was part of the [REDACTED FOR PUBLICATION] launch in the Philippines in September 2022, traveling to Manila to prepare close to 125 agents for training. He took the initiative to ensure the proper onboarding of all trainees and was available to answer any questions they had during the training process. As a result, of the 125 agents who began the training, 119 graduated and were well-prepared to take on inbound phone calls and chats [REDACTED FOR PUBLICATION].
- 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 team's past performance (up to 250 words):
Total 163 words used.
The [REDACTED FOR PUBLICATION] training team has faced the monumental task of training agents in a fully virtual environment, but through perseverance and creativity, they have not only met, but exceeded expectations. One of the biggest challenges of training agents in a virtual environment is maintaining engagement, but the [REDACTED FOR PUBLICATION] training team has found innovative ways to keep their classes interactive and engaging, using breakout rooms for group discussions and Show Teams for friendly competition to keep agents focused and motivated.
These achievements are particularly noteworthy as they demonstrate the team's ability to not just overcome obstacles but to thrive in the face of adversity. The [REDACTED FOR PUBLICATION] training team has consistently delivered high-quality agents despite the challenges of a virtual environment, and Terence, as a key member of the team, showed his adaptability as a trainer by successfully leading a training program half a world away in Manila. The team's relentless drive to produce the best possible product for the [REDACTED FOR PUBLICATION] client is truly admirable.
- 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 17 words used.
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