One of the West Coast’s largest pest management companies runs a high-volume customer service operation across multiple branches and service lines, from general pest and termite inspections to accounts receivable and administrative support. Siloed channels, manual PCI workarounds, and email replies stuck with offline agents were holding the team back. After moving to the Xima and Voice for Pest omnichannel CCaaS solution, the team handled more than 72,000 calls, 3,100 callback sessions, and 1,800 chat sessions in the first 90 days. Along the way, they closed compliance gaps, eliminated idle emails, and laid the foundation for AI-driven quality assurance.
This pest control leader runs one of the most established customer service departments on the West Coast. But the contact center technology underneath it couldn’t keep up with the team’s volume or ambition.
Voice, email, and chat lived in separate systems. Agents toggled between tools, supervisors couldn’t forecast staffing across channels, and customer conversations got fragmented along the way. When an agent took a credit card payment over the phone, there was no automated way to mute or mask card data in the recording. That left a PCI compliance gap the team had to manage by hand.
Email made things worse. When a customer replied to an email thread, the response routed back to the original agent every time, even when that agent was offline or out of the queue. Inquiries sat idle for hours, supervisors had no visibility into the backlog, and forecasting email volume alongside phone traffic simply wasn’t possible.
For a department handling thousands of interactions a day across general pest services, termite and wood-destroying organism inspections, accounts receivable, and admin support, those gaps weren’t minor annoyances. They were operational risk.
“The callback feature has helped us tremendously… Customers are much more likely to hang on if they know that they’re not actually on the phone listening to hold music for a long period of time.”
– Director of Customer Service
The team evaluated solutions against three priorities, and the Xima and Voice for Pest CCaaS solution met every one.
Compliance and operational risk. Automated credit card muting in call recordings closed the PCI gap without adding manual steps for agents. Sensitive customer data is protected by default, not by process.
Cost mitigation and ROI. Consolidating voice, email, chat, and workforce management into a single platform removed redundant systems and shrank the cost of the team’s technology stack. The built-in callback feature alone reduced customer frustration during peak periods and made queue management dramatically more efficient.
Secure, scalable platform consolidation. Xima and Voice for Pest gave the team unified infrastructure designed to grow with them: one environment for every customer-facing channel, with the scalability to support a large, expanding workforce across multiple branches.
72,000+ calls, 3,100+ callbacks, and 1,800+ chats in 90 days. One connected platform.
In the first 90 days on the Xima and Voice for Pest CCaaS solution, the team saw measurable gains across every channel and every metric that had been a sticking point.
The result is a contact center that runs as one connected operation instead of three disconnected ones. Agents have what they need to handle every interaction. Supervisors have the visibility to staff and coach. And customers get a consistent experience no matter how they reach out.
The roadmap ahead deepens the partnership and pushes the contact center into AI-powered operations.
AI-Powered QA Evaluations. Xima’s automated quality assurance scoring engine uses AI to evaluate calls against custom scorecards, checking for greeting quality, appointment confirmations, customer verification, and more. The system learns from supervisor feedback over time, so the team spends less time on manual call reviews and gets more consistent results.
Xima Insights. A forthcoming AI-driven analytics layer will proactively alert managers to notable trends, like spikes in abandonment or increases in talk time, along with root-cause analysis. A conversational bot interface will let managers ask natural-language questions about their data without running manual reports.
Agent Assist. Real-time tools will surface scripting cues, verify required steps, and give agents visual indicators of progress through call workflows. The result: fewer errors and more consistency on every customer interaction.
Workforce Management Maturity. The team’s WFM program launched only months ago with support from the Xima and Voice for Pest team. The next milestone is email volume forecasting alongside phone traffic, a capability the company has never had before.
This partnership shows what’s possible when a high-volume contact center pairs operational expertise with a modern, AI-forward CCaaS solution. From compliance and routing to quality assurance and workforce management, the Xima and Voice for Pest platform helps deliver better outcomes for customers and team members, every single day.
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