This customer is a leading IT services company based in the US that provides a host of IT applications and add-ons. This was our first engagement in inbound technical support with the company.
The customer wanted an inbound technical support help desk / remote IT support center, to cater to the technical queries and issues faced by their customers in the U.S.
Our customer provided a diverse range of IT services and solutions. So, staffing the help desk was our biggest challenge. Technical Support Staff answering the inbound calls had to be:
All this was to be done in an economical manner within the customer's expected budget. The call center staff received the required technical training from our customer.
Outsource2india rose to the challenge as always and used the vast experience we have garnered on previous, remote IT support projects to ramp up fast. Our solution was three-pronged:
The remote IT support center has been functioning for the past few years in Bangalore. Outsource2india has been consistently meeting, and exceeding the SLA agreed upon with the customer. There has been NO issue logged with respect to Outsource2india's services on this inbound technical support project.
The customer is very happy with our (ongoing) support services; and tangible benefit metrics, though available, cannot be shared due to customer confidentiality issues. However, we are happy to report that our customer has noted the following:
The customer is delighted with Outsource2india's services and the project is an ongoing one.