Wireless Watchdogs - Unity Communications

Wireless Watchdogs

Case Study

Obstacle

Wireless Watchdogs, the award-winning wireless management company, is an industry leader with a regular need for an effective and responsive support staff. When the helpdesk and technical support began to become thinly stretched, pushing overtime limits and hiring temporary staff, the need for more help was evident. With their growth and referral business growing, a lack of qualified local labor was slowing down their salespeople in closing deals.

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Solution

To assist Wireless Watchdogs, we developed a custom service-level agreement (SLA) that included a measurable key performance indicator (KPI) to track task efficiency and success with both the main team and a new offline team available 24/7.

Our call center staff underwent training, and within 1 week we were able to move many repetitive, time-sinking tasks to the offline team. Once trained, our agents were then able to teach a small team of 4 to 5 reps the same tasks in a process that allowed all tasks to be measured by metrics such as: accuracy, time to complete, and priority.

Results

Executing the tedious daily tasks and measuring progress with our new KPI, our offline team was able to rescue time from Wireless Watchdogs’ top paid employees.

In just 4 months, we were able to help the Wireless Watchdogs team exceed their SLA, allowing their customer-facing employees and sales reps to meet their growth targets. Quality of work increased as the internal team spent more time solving complex problems. The payroll savings were incredible, as the need for temporary workers was eradicated and overtime was avoided. These lower costs of payroll provided Wireless Watchdogs more resources to consider expansion and new employee acquisition.

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