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 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.
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.
Accelerate Growth with Unity Communications
Our client was able to augment their current call center to operate in three countries 24 hours a day, 7 days a week. The company has since won additional agreements to stay ahead of its market competition.