TECHNICAL HELPDESK SUPPORT

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.

SERVICE COMPONENTS & BEST PRACTICES

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

  • Refresher sessions for helpdesk support representatives

  • 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

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Creation of customized report used for analytics

Case Study

Top US Insurance Firm Solves HelpDesk Issues

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.

 

TECHNICAL HELPDESK FOR A FORTUNE 500 INSURANCE COMPANY

Pain points

  • High turnover of skilled resources

  • Uncontrollable labor costs

  • Plummeting SLAs

What we did

  • 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

Value Realized

  • Resolved more than 24,000 tickets monthly

  • Increased Customer Satisfaction Rate to 93%

  • Exceeded First Call Resolution Rate targets by 4%

Allow us to help.

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Thank You!