CSS Corp. -Contact Center or Customer Service Outsourcing Provider of the Year

Company: CSS Corp
Company Description: CSS Corp is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year

Nomination Title: CSS Corp -- Delivering Stellar CX and Transforming Contact Centers

Briefly describe the nominated organization: its history and past performance (up to 200 words):

CSS Corp is one of the world’s leaders in contact center and customer service outsourcing, especially in providingB2C and B2B supportfor the hi-tech industry. For over 25 years, we have been a preferred customer service partner to150+ global brands, including15 of the top 20 cybersecurityand networking players, and3 of the top 5 American retailers, 4 of top 5 most valuable tech companies, among other leading global brands. We have a presence across5 continentsand provide support through20 delivery centers,11,500+ employeesand25 international languages.

In the last 3 years, CSS Corp has globally emerged as the most awarded contact center service provider of its size in the industry, with over50 international awards, including ten Stevies. Our contact center operations have been recognized by top analyst firms likeGartner, Forrester, Everest, HFS, ISG and NelsonHallas being among the best in the industry.

We believe we are disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models.While several global organizations provide contact center services,CSS Corp has completely redefined this landscape by providing business transformation that few in the world can provide.

Outline the organization's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

• Resilience amidst chaos: When the pandemic struck, while our larger peers struggled, we were able to transition successfully to a100% productive work-from-home modelvery early on in this crisis in March 2020, a feat covered extensively by industry analysts. Our clients were overwhelmed to see such prompt action withzero SLA impactand awarded CSS Corp with additional work. As a result, CSS Corp grew its customer service revenues in the pandemic yearby 35%. We have alsodoubled our headcount in the last 3 years.

• Transforming Contact Centers: We were one of the first service providers to invest in cutting-edge digital technologies to transform the contact center from an effort-led to an intelligence-led ecosystem.

Our flagship platform,CSS EDISON®,an intelligent CX Transformation Platform,was ranked #1 globally among all pureplay CX services firms by HFS Research for its digital associates capabilitieswith Concentrix, Genpact, TTEC, Sutherland, and Sitel listing below us.

Within the last 2 years, a significant percentage of our technical support engagementshave been on-boarded on CSS EDISON®, and we’ve delivered transformative outcomes like up to29% improvement in NPS, over17% improvementin customer lifetime value,over 23% reduction in average case handling time, and up to42% lower cost per case.

• Leveraging Differentiated Business Models: We are transforming the business models for a large proportion of our customers with differentiated outcome-based and gain-sharing models. This has been a unique differentiator and is changing the dynamics of our industry.

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 organization's past performance (up to 250 words):

The achievements mentioned above are important because they reflect how CSS Corp has adapted and thrived amidst the rapidly changing environment. For instance,our tremendous resilience during this crisis is not happenstance, but a result of a well-planned strategy adopted over the years by our dynamic management team. We were not only able to exceed our clients’ expectations, but more importantly, ensure our employee well-being, leading to attrition plummeting to all-time lows in 2020.

• Business Transformation Mindset– While many BPO services companies are hesitant to provide outcome-based models, CSS Corp has emerged as a business transformation partner with a skin-in-the-game approach. In these performance-based commercial models, we are paid or penalized purely on outcomes achieved. This is unique in the industry as it fairly distributes risk in the engagement on both sides. We have successfully transformed support cost centers into profit centers by leveraging gain-share models. E.g.,it cost a large networking client $3 per incoming support call which turned into a profit of $0.8 per call through our services.

Consistent Performance over the Years– CSS Corp has a track record of100% client reference-ability, high client tenures and negligible customer churn.We have won50+ reputed internationalawards against industry behemoths.