3-month service turnaround exceeds high CX level goals

Viking Pest Control, an innovative pest control service for homeowners and businesses, experienced growth and was looking to fully staff the customer experience team to meet the goals and needs of their customers.

Viking had high call center service level goals that they wanted to meet—and exceed. They wanted the majority of calls to be answered in 20 seconds or less, and they wanted to decrease the number of abandoned calls. Viking was looking for fast implementation, industry knowledge, and excellent staffing processes.

Ubiquity’s ability to implement a CX team quickly and seamlessly was a key differentiator, as this was the first time Viking sought outsourcing help. Ubiquity’s Relationship-based Outsourcing™ combines Dynamic Implementation, CX Anywhere, and Resolution Acceleration with customization and flexibility, key elements that Viking was looking for to ensure a seamless transition from their existing processes.

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