A client’s internal helpdesk support team was unable to meet major metrics - attrition & uncontrollable labor costs.  This resulted to an unstable support team, increased escalations and stagnating service levels. We helped this client resolve such issues and achieve advancements in their processes and metrics.

 

  • High turnover of skilled resources

  • Uncontrollable labor costs

  • Plummeting SLAs

  • Provided a 24 x 7 offshore support team

  • Introduced process improvement initiatives to increase resolution rates

  • Lowered costs and provided a stable support team with a low turnover rate

  • Resolved more than 24,000 tickets monthly

  • Increased Customer Satisfaction Rate to 93%

  • Exceeded First Call Resolution Rate targets by 4%