Implementing Innovative Training and Dual-Site Operations to Achieve Service Level and Cost Efficiency Improvements

Performance Rate vs 80% Target
0 %
CSAT vs
90% Target
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QA vs 85% Target

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Challenge

The largest restaurant business association in the US struggled with consistently low service levels that failed to meet customer expectations–hence the need for the group to have a strategic partner that could enhance their customer service operations while maintaining cost efficiency. The situation demanded immediate intervention to improve service delivery, optimize operational costs, and establish reliable support infrastructure.

Solution

OP360 designed and implemented a comprehensive solution that began with operations in Barranquilla, Colombia. The initial focus was on achieving an 80% Service Level Agreement through intensive training programs. Following successful implementation, OP360 expanded its role by taking over training responsibilities from the client's in-house team, introducing a specialized three-day customer experience bootcamp focused on soft skills, positive positioning, and active listening.

To enhance business continuity and disaster recovery capabilities, operations were extended to the Philippines five months later. This strategic expansion enabled a tiered pricing structure that optimized costs while maintaining service quality. The solution evolved further with the launch of Tier 2 support and the implementation of additional communication channels including chat and SMS support services.

Results

The partnership has delivered remarkable improvements across all key metrics. Service levels have consistently exceeded the target of 80%, reaching a sustained 89% performance rate. Customer satisfaction (CSAT) is at 94%, while Quality scores are at 89%. The implementation of the dual-location strategy has proven highly successful, with attendance reliability maintaining above 92%.

Cost efficiency has likewise been a significant achievement, with average costs remaining at or below monthly estimates. The implementation of tiered pricing has contributed to substantial cost savings, without compromising service quality.

Picture of Tom Moskal

Tom Moskal

Vice President of Global Client Services; Tom’s extensive experience in the customer service industry ensures that each and every client relationship at OP360 is successful and always equipped for growth. Tom’s career in outsourcing spans 17 years, throughout which he has held a number of roles, including Customer Service Representative, Supervisor, Contact Center Manager, and Account Manager, before heading OP360’s talented Client Services team.
The Ultimate Guide to Elevating Your Customer Experience
Discover how the powerful blend of AI and human expertise revolutionizes engagement, boosts revenue, and keeps you steps ahead of the competition.
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Discover how the powerful blend of AI and human expertise revolutionizes engagement, boosts revenue, and keeps you steps ahead of the competition. Download it now!
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