SSG Launches Emergency Team for Electronics Partner

In 2019, Support Services Group entered into a partnership with a leading home electronics company to provide tech support, order support, and customer care for its line of IoT connected products. SSG delivered on its promises within 60 days, with CSAT at 84% on a target of 80% and the program making steady progress on other KPIs.

SSG assisted our client's customer service team in recovering by launching a new program that incorporated virtual learning, teleconferencing, and good old-fashioned collaboration.

Channel Strategy Clears Backlog for Retail Client - SSG

When Covid-19 forced retail stores to close all around the country, contact volume at this fabric and craft online store increased some 400% in April, 2020. The difficult choice to shut off the phones was made rather than make customers wait more than an hour on hold. The recovery strategy was to focus on clearing the backlog of 140,000 emails until stability returned.

This resulted in a sudden increase of support interactions and the need to double the size of our team. SSG was able to accommodate the numbers we needed, no questions asked! I don't know how we would have been able to handle these volumes without them.

SSG Customer Support Services Outsourcing

Are Career Mentors the Key to a Happy Life? - SSG

Finding a career mentor who can assist you with career development is a great solution to this. Employees who have a mentor are significantly less likely to consider quitting their job, according to a study. For some, having someone to guide them can help them clarify their goals and overcome obstacles.

A career mentor is someone who shares his or her knowledge and expertise with you in order to assist you in setting goals, solving problems, and making sound decisions. A mentor serves as your advisor and offers you a more experienced viewpoint. They can help you improve your resume, prepare for interviews, and adjust to changes such as being in a hybrid work arrangement. Career mentors can help you understand where your current position could lead.

The Support Services Group (SSG) is led by a trusted and experienced global leadership team that is known for setting good examples and serving as mentors to all employees. We have leaders who exemplify the company's culture and values, setting a high standard for the entire SSG family.

Outsourcing Customer Support Services

Best Interview Questions and Answers for Job Candidates

Both online and in-person interviews typically last no less than 30 minutes, with only 7 seconds to make a good first impression. However, according to research, 45 minutes to an hour is the ideal length for job interviews. It gives both parties enough time and flexibility to get to know one another.

To make a good first impression, answer each question confidently and with poise. Make it appear as if you are in command and that you are enthusiastic about the job you are applying for. Take note of the minor details that may give you an advantage over other candidates.

Support Services Group (SSG) encourages its employees to learn and improve their skills and abilities. We provide excellent opportunities for everyone by offering training and seminars. We guide and assist our employees in becoming the best versions of themselves.

Support Services Group acquires Innovative Vision

Support Services Group (SSG) has expanded into Jamaica and Canada through the acquisition of Innovative Vision, a Toronto-based BPO that caters to high-growth companies specializing in technology and e-commerce brands.

Innovative Vision is a marketing technology business process outsourcing firm with offices in Toronto and Kingston, Jamaica. It was founded in 2002 and serves enterprise and start-up clients through an omnichannel approach with a focus on people, process, and technology.

Support Services Group (SSG) is a global, high-touch Omnichannel Outsource Contact Center solution company offering tailored support across many industries. The company operates 27 contact center and work-from-home hubs across the U.S., Canada, Latin America, Europe, and Asia and has 9,500 employees. By providing the right People, Technology and Solutions, Support Services Group delivers unparalleled customer experience that drives brand loyalty.

Support Services Group Joins PDMI East 2022

PDMI East is a conference that showcases the best networking and educational opportunities for you, a performance-driven marketing leader interested in direct-to-consumer media, technology, and commerce. SSG is looking forward to attending the event, attending educational sessions, and learning more about performance-driven marketing in the direct-to-consumer media, technology, and commerce spaces.

The Performance-Driven Marketing Institute (PDMI) is a non-profit 501(c)6 trade association dedicated to promoting, protecting, and advancing the careers of performance-driven and direct-to-consumer marketing professionals. Membership in the PDMI allows marketers and suppliers alike to demonstrate industry vision and connect with like-minded partners.

An Overview of the Different Types of BPO Jobs

Businesses continue to consider outsourcing services from business process outsourcing (BPO) firms for two main reasons: to save money and free up resources to focus on their core business. They gain access to the expertise and financial benefits that outsourcing services provide.

The BPO industry can provide not only a diverse range of services to its clients, but also a diverse range of job opportunities to applicants. With the growing number of BPO companies around the world, it is critical to select one that is a good fit for you and your skills.

We at Support Services Group (SSG) strive to make our employees happy. We treat everyone fairly and make it a point to show our employees that we care about their professional development. We appreciate their efforts and encourage them to do better.

Online Interview Tips That Will Land You a Job

This setup may be nerve-racking and intimidating for you as a job seeker. Even if the interviewer's questions are likely to be similar to those in a face-to-face interview, this may be overwhelming. You may have to deal with online setup challenges such as background noises, internet issues, and camera usage intricacies.

With everyone attempting to adapt to changes and innovations, online job interviews have proven beneficial to both job seekers and employers. It enables applicants to find work from the comfort of their own homes. Candidates interested in working for Support Services Group can apply for jobs online. To assist our applicants in managing their time, we offer a simple and straightforward application process.

SSG Customer Support Services Outsourcing

Ways on How to Engage Employees Remotely

One of the challenges that remote work brings is that an organization's employee engagement efforts are put on hold. It can be difficult to track employee productivity and keep them involved in company affairs or activities without face-to-face interaction. This type of work arrangement would necessitate a significant amount of management effort to keep employees engaged, even if they were working from a different location.

Employees also want to be recognized and appreciated for their efforts. Remote employees will feel more engaged if they know that management is concerned about them. Giving your employees a morale boost, acknowledging their efforts, and expressing gratitude and appreciation will go a long way toward making them happy and satisfied with their jobs.

Working remotely can benefit employees, but it can also present challenges to a team. That is why, even when working remotely, it is critical to keep all employees engaged. Support Services Group strives to maintain positive relationships with its employees. We keep them informed and involved in all of the plans and projects by reaching out to them on a regular basis.

SSG Customer Support Services Outsourcing

Work-From-Home Tips for Employees - SSG

With all of the changes and adjustments that have occurred as a result of the pandemic, working from home has become the preferred work setup for the majority of businesses. Although some employees may have been working remotely for some time, others may still be adjusting to this new arrangement.

Working from home is convenient for some people, but it can also present some challenges and difficulties. To get the most out of it, you must first understand what works best for you. Determine how you can be more productive while also caring for yourself.

We advocate for a better work-life balance for our employees at Support Services Group. We foster a culture of trust and care by encouraging employees to take breaks and vacations as needed, providing flexible work schedules, and recognizing their efforts.

SSG Outsourcing Customer Support Services

Call Center Agents Can Provide You With Useful Information

For many employees, the BPO and call center industry has been a good career choice because it offers career advancement opportunities and a flexible work environment. As a result, the demand for call center agents has increased. In 2020, the call center industry in the United States alone employed 2.83 million people.

Through phone calls, call center agents may answer inquiries, take orders, or offer products and services to customers. They are in charge of primary customer service, assisting potential buyers and customers with everything they require.

Working as a call center agent can be stressful and difficult. That is why it is preferable to select a company that will provide you with the necessary training and guidance. All of Support Services Group's employees, including call center representatives, are valued. We make certain that all of our agents are trained to provide the best customer service possible.

SSG Outsourcing Customer Support Services

What You Need to Know About Hybrid Work Setup

Many employees have spent time adjusting to the new COVID-19 practices, such as working from home, since the epidemic. While working remotely has been beneficial for most organizations, it has also proven difficult for some. Because of the difficulties of working remotely, some firms struggle to retain employee engagement and communication.

Employees may find a hybrid workplace to be convenient and useful. However, due of the potential drawbacks, not all businesses consider it. That is why it is critical for organizations to figure out what works best for them and their staff.

Support Services Group (SSG) offers the possibility of a mixed work arrangement. We provide our staff with flexible and reasonable work schedules in order to assist them be more productive and efficient.

Outsourcing Customer Support Services

Is BPO a Good Career Choice for a Fresh Graduate?

Business Process Outsourcing (BPO) has been one of the fastest-growing sectors in the world. The industry is rapidly expanding, needing more professionals with good communication skills and who are willing to learn. The BPO sector provides career advancement opportunities to applicants, especially to fresh graduates like you. They strive to enhance their operations by implementing cutting-edge technology and methods to provide high-quality resources to their employees.

Entering the BPO industry will expose you to different cultures, etiquette, and business practices. It might be overwhelming for you at first since the said industry usually has a unique work structure and schedule. With all the misconceptions about the BPO industry, you might still be unsure if it is a good career choice to start your work journey in an outsourcing company.

In Support Services Group (SSG), we allow our employees to explore and learn new skills. We provide training to help them continuously develop their talents and gain new knowledge. Our organization offers multiple jobs, giving job opportunities to applicants and ensuring that they are fit for the role.

Outsourcing Customer Support Services

Why Are Career Advancement Opportunities Important?

Career advancement is the upward progression of your career. Some careers have obvious and clear progression. But there are also some that may require you to take the front foot and do something about it. You must know what you should do in order to advance your career.

Besides having a career mentor to guide you on your corporate journey, it is also crucial to know the importance of having career advancement opportunities. Here are a few reasons why. 1. Boosts your confidence 2. Increases your job satisfaction 3. Provides you with financial growth 4. Offers a sense of purpose 5. Allows you to seek new challenges 6. Makes your profession future-proof

Career advancement opportunities can help you grow professionally. However, it is not always that you have the courage to challenge yourself. So, it is important to be with a company that will promote career progress and will help you improve your skills.  Support Services Group challenges its employees to think outside the box and learn new things. We encourage everyone to work hard while still enjoying what they do. We promote a happy workplace while ensuring the continuous growth and progress of everyone.

Is There Potential Career Growth in BPO?

Business Process Outsourcing has been the fastest growing IT sector. In fact, according to a report, the BPO market is projected to expand at a compound annual growth rate of 9.1% from 2022 to 2030. This means that the BPO industry is growing and will continue to grow in the following years.

BPO companies thrived as more businesses and organizations continued to outsource different types of business processes. The increasing need for organizations to outsource most parts of their process in a bid to cut costs, yet operate efficiently helps BPO companies to grow more.

The BPO industry is undeniably a great stepping stone for employees who want to start their careers. But with the benefits that it offers, it can also provide career growth.

At the end of the day, having your own professional development plan will serve as a solid foundation in planning your career in BPO. So, whether you are a fresh graduate or just looking for ways to build your career, the BPO industry can be the right fit for you.

How to Boost Productivity and Efficiency

Working from home or in a hybrid work arrangement can make it difficult to be productive at work. You frequently begin with a plan to complete so many chores, but you frequently find yourself diverted in the middle of the day. The majority of the time, you focus on low-priority chores and end up procrastinating. According to one study, most employees labor for less than three hours every day.

Work productivity is frequently connected with organizational abilities and effective time management. Simple tactics can raise your efficiency, increasing your chances of creating and upgrading your product output. Prioritizing your duties in order of importance and implementing the two-minute rule can have a significant impact on your job efficiency.

6 Ways to Boost Your Work Productivity: 1. Work on tasks one at a time 2. Have a to-do list 3. Take scheduled breaks 4. Set self-imposed deadlines 5. Have small goals 6. Eliminate distractions

Earning Trust leads to Global Growth - SSG

At the outset of its brisk media operation, one of the world's most respected brands was experiencing unprecedented volume. Due to the high demand for its new product, the company, which is known for providing excellent customer service, was unable to supply it right away. When SSG received the call, the organization was looking for a BPO partner it could entrust with its loyal clients.

The request was not straightforward, as is often the case when an opportunity arises: hire 100 agents capable of providing White Glove, Concierge service in four weeks. Because coverage would be available 24 hours a day, seven days a week, the recruits would have to work on Christmas and New Year's Day as well. The initiative began the day before Thanksgiving, when the majority of seasonal workers had already secured second jobs.