Information Technology Company - Unity Communications

Information Technology Company

Case Study

Obstacle

An IT company in the U.S. won a large contract and the undertaking prompted an expansion of operations that warranted handling calls 24/7 every day of the year as opposed to the traditional 8 hour daily help desk. With the unemployment rate and lack of qualified applicants for the new graveyard hours, the company struggled to field the requests. The company approached Unity Communications because outsourcing was deemed the best way to fulfill the agreement.

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Solution

With our client’s needs being complex and time sensitive, we established a group of Tier 1 agents that would work during the off-hours of our U.S. based team. That team handled simple requests, and escalated complex issues to the primary team to be completed within 24 hours.

The majority of the tickets created for the Tier 1 team being relatively simple, problems could be solved quickly with minimal training time. Within a 1 week period, we created a team of 5 agents, integrated new systems via cloud software, and created HIPAA-compliant processes.

This front-end team handled 95% of requests 24/7, bridging the gap between customers and support without interrupting the operations workflow of the client’s IT company.

Though some tickets were escalated to in-house problem-solvers, 95% of the total issues were solved on the first call, allowing the agents to deliver on their service-level guarantees.

Results

Our client was able to augment their current call center to operate in 3
countries, 24/7, year round. The company has since won additional agreements
to stay ahead of their market competition.

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