Seven Seven has consistently met and exceeded service level targets for numerous clients. With our end goal of being able to blur the lines between Level 1 and Level 2 support, we have re-engineered our service desk to not just be a tech support triage but a true IT resolution center.
Multi-channel & Multi-platform
Provide support through phone, voicemail, email, live chat
Tools
Call center software, real-time chat, ticketing system, knowledge base, self-service
Process Improvement
Closely monitor & analyze SLAs
Constant review of processes
Recommendation on areas of improvement
Introduction of innovations that improve customer experience
Flexible Commercial Models
Knowledge Base
Build a knowledge base or constantly improve if already in place
Governance
Monthly alignment meetings, quarterly business reviews, internal triage team, pre-shift huddles
Training
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Refresher sessions for helpdesk support representatives
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Extensive trainings on
- New applications to support
- New technical helpdesk tools
Standards
Well-defined SLAs and KPIs
Self-service Feature
Promote and encourage self-customers
Quality Assurance
Continuous call and ticket documentation reviews
Periodic calibration sessions
Regular assessment of training programs
Reports
Weekly, monthly, quarterly-depending on client specifications
Creation of customized report used for analytics
TECHNICAL HELPDESK FOR A FORTUNE 500 INSURANCE COMPANY
Pain points
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High turnover of skilled resources
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Uncontrollable labor costs
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Plummeting SLAs
What we did
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Provided a 24 x 7 offshore support team
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Introduced process improvement initiatives to increase resolution rates
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Lowered costs and provided a stable support team with a low turnover rate
Value Realized
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Resolved more than 24,000 tickets monthly
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Increased Customer Satisfaction Rate to 93%
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Exceeded First Call Resolution Rate targets by 4%
