Industry: Security Services
Objective: Improve response times and customer satisfaction
Solution: Partner with Apeiron Talents to hire 24/7 customer service representatives
Outcome: Faster response times and enhanced customer experience across the U.S.

Background

A prominent security company in the U.S. faced a growing need for around-the-clock customer service to support its expanding client base. Ensuring prompt responses to client inquiries, incidents, and issues was essential to maintain trust and provide the reassurance clients expected from a security provider. With their current customer service team only available during standard hours, the company turned to Apeiron Talents to help them achieve a 24/7 service model.

The Challenge

Before reaching out to Apeiron Talents, the security company’s existing team handled calls only during regular business hours, leading to delayed responses during after-hours. This setup caused frustration for clients who expected immediate assistance, especially in urgent situations. The challenge was clear: establish a team of customer service representatives available 24/7 to ensure consistent, prompt support across multiple time zones without compromising quality.

Solution – Partnering with Apeiron Talents to Build a 24/7 Customer Service Team

To meet the demand for full-time customer support, the security company collaborated with Apeiron Talents to recruit a team of experienced customer service representatives. Apeiron Talents provided an end-to-end hiring solution:

Sourcing Qualified Candidates

Apeiron Talents sourced candidates with backgrounds in customer service and specific experience in security-related call management. The agency focused on finding professionals who could respond promptly and effectively, even under high-stress conditions.

Providing Specialized Training

Apeiron Talents helped coordinate a tailored training program for the new hires, preparing them to handle both routine and emergency calls efficiently. Training covered the company’s security protocols and communication standards to ensure a reassuring and effective customer experience.

Arranging Shift Coverage for Full Availability

Apeiron Talents assisted with creating a rotating shift schedule, ensuring full coverage at all hours. By hiring candidates across different time zones, Apeiron Talents helped the company maintain a seamless 24/7 support structure, while avoiding employee burnout and minimizing labor costs.

The recruitment approach leveraged Apeiron Talents’ expertise in remote hiring, allowing the company to access a broader talent pool and streamline its hiring costs while meeting service goals.

Implementation Process

The implementation of the 24/7 customer service team involved several key steps, facilitated by Apeiron Talents:

Defining Roles and Responsibilities

The security company collaborated with Apeiron Talents to outline the roles and responsibilities of the new hires, with a focus on quick response times, attention to detail, and professionalism.

Custom Training Program

With Apeiron Talents’ support, new customer service representatives underwent a customized training program covering essential security protocols, call handling procedures, and best practices for high-stress support calls.

Shift Scheduling for Continuous Coverage

Apeiron Talents helped design a shift schedule that ensured full coverage across all hours, dedicating teams to different time zones for consistency and service quality.

Performance Monitoring and Quality Assurance

Apeiron Talents assisted in establishing a performance review system to monitor response times, customer satisfaction, and resolution efficiency, helping the company ensure consistent service quality.