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
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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
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
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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%
Allow us to help.
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