AFTER-HOURS TECHNICAL SUPPORT OPERATIONS
The Client
The client is an Internet Service Provider and has a team of technical support helpdesk agents who operate during and limited after office hours. They were facing challenges n maintaining a team for the after-hours operation.
The Case
Teledirect was appointed to provide Internet competent agents for the 1st and 2nd level support after office hours. This freed up the client from the high cost of supervision needed to setup and operates the team after office hours.
The Strategy
Teledirect hired a team of agents who were willing to work the night shifts. A large pool was hired, together with a highly qualified supervisor, so that shift planning achieved maximum flexibility. The supervisor was responsible for the performance of each agent, and continuous recruitment was carried out, to replace any agents who performed badly or who had a high absenteeism rate.
The Result
Teledirect helped the client extend its operating hours to 24 hours, and reduced its cost of supervision by over 28%. Abandon rate and service targets were all met from the 1st week of operation.
The Conclusion
Out-sourcing is an effective way to reduce the cost of management for a round the clock operations. Management of client processes and infrastructure, delegated to a reliable vendor, will deliver the same customer experience.
Our Key Measurement of Success:
- Abandon rate
- Service level
- One-call resolution
- Absenteeism rate
- Quality Assurance score
- Knowledge test score
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