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.

We couldn’t find enough customer experience staff that would show up to work reliably. Ubiquity was able to quickly and smoothly bring up a CX team offshore. We are now meeting our services levels for the first time that I can remember. Ubiquity made it so easy for us to outsource.

Paul Bergmann
President, Viking Pest Controls

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