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.
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.
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.
OP360® is a registered trademark
of OfficePartners360 LLC
OP360® is a registered trademark of OfficePartners360 LLC