How to leverage OP360s contact center excellence to do your heavy lifting.

Top self-storage company explores outsourcing options for the first time in its 50+ year history to help control costs during continued growth. OP360 shows how out-of-the-box thinking can unpack greatness.

Above CSAT
Expectation

0 %

to meet internal call center reservation rates

< Month

Reduce Cost vs. onshore agents

> 0 %

A large self-storage company faced rising costs and complexities associated with their growing service support operations. The client was unsure that they could find a business partner that matched their passion for high-quality customer interactions and had the ability to simplify their business instead of adding more to their “to-do” list.

Challenge

As the client became increasingly burdened by the need to grow their customer service contact teams, they began considering new options for how to keep up with demand. They needed help from an operational expert and sought a partner to help carry the load of their business needs. The perfect partner would be a champion of CSAT with experience in thinking of solutions that hadn’t occurred to the client before. They needed innovative scheduling to prioritize staffing in the first and last weeks of each month when volume spikes by up to 40% before dropping mid-month. Additionally, they sought help with developing new-hire training curricula and ongoing agent education.

Solution

OP360 would quickly get to work on a collaborative effort to build a new hire training curriculum by deploying existing experienced training resources to team up with client subject matter experts. To address ongoing agent educational needs, OP360 helped build and implement a knowledge base article system with available reporting that would help the client understand what types of information agents searched most frequently so that additional training could be provided proactively. Staffing challenges would be solved by hiring new agents who understood they would work a flexible schedule featuring 50+ hours in the first and last week of each month and 24-30 hours in the middle two weeks. Roughly 25% of the staff would still work standard schedules, and this combination of standard and flex schedules would perfectly match expected call arrival patterns.

Results

The client immediately saw the benefits of bringing an expert on board and was pleasantly surprised to see OP360 matching and exceeding the performance of their existing internal team within the first few months of production, all while cutting agent costs in half. Monthly CSAT scores average 83% or better vs. a client expectation of 60%, and within 30 days of going live, OP360 has matched or outpaced the client’s internal teams in reservation rate, quality assurance, and productivity statistics, among others. The knowledge base resource was released for internal and OP360 usage and has been received very well. It averages over 30,000 views monthly, has over 450 articles published in less than a full year of operation, and has been extremely valuable in providing management with information about the most frequently searched topics. Agents have given positive feedback about flex scheduling and enjoy the freedom of having reduced schedules mid-month while earning overtime hours in the first and last weeks of each month. As a result of this successful pilot, the client has made the strategic decision to continue expanding its outsourcing footprint and has continued to draw down its internal staff to simplify their overall business model. OP360 stands ready to assist with additional staffing and support channels to meet the client’s ever-evolving needs.