unitycommunications


TECHNOLOGY COMPANY


unitycommunications


The Obstacle to Overcome:

An IT company in the United States just won a large contract and needs to expand operations from the traditional 8 to 10 hours per day to a 24/7, 365 days a year help desk. Due to the low unemployment rate and lack of applicants willing to work a graveyard shift, outsourcing was needed in order to fulfill the agreement.

PLAN TO EXECUTE:

Because the clients IT needs can be very complex and time sensitive, we created a process of creating tier 1 agents working during off hours of the US team. The "offline" team handled simple requests and then let the customers know that if an issue was escalated, they will be taken care of within 24 hours. Most of the tickets and problems solved in Tier 1 status are very easy and fast to train. We created a team of 5 agents in a 1 week period, had systems integrated via cloud software, and created HIPPA compliant processes.

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METHODOLOGY:

We created a front end team to handle 95 percent of requests in bridging the gap and making this company successful in handling business 24/7. While some tickets had to be solved in house, 95 percent of all issues were solved on their first call, and the company was able to deliver on the service level guarantees.  

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RESULTS:

Our client was able to successfully augment their current call center to operate in 3 countries, 24/7, 365 days a year, and has been able to win additional agreements and keep ahead of their competition. 

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