Case Study

Expert Callers' 24x7 Support Transforms Network Security Company Boosting Operation Quality and Reducing Costs


  • A 24x7 support service was implemented for a renowned US based network security company, enhancing their service delivery.
  • The new support operation improved the client's overall business process and mode of operations.
  • The cost-effective solution led to a long-term partnership with the satisfied client for future call center endeavors.

Story of the Customer

  • The client, a renowned US-based network security company, required a robust 24x7 support service to streamline their operations and improve customer service.
  • Our team implemented unique solutions, enhancing the client's customer service capabilities.
  • This cost-effective transformation led to a satisfied client, eager to continue our partnership.

The Challenge

  • The challenge was to set up a team of highly trained product support engineers with comprehensive knowledge of network security to address the existing issues.
  • Implementing a round-the-clock support system with a unique resolution method based on the severity levels of support was a significant undertaking.
  • Designing a dedicated support operations center capable of hosting a test simulation environment and equipping it with secure voice, email, and internet infrastructure posed a challenge.

The Solution

  • Set up a 24/7 support team with a unique resolution method based on severity levels.
  • Implemented a high-tech call tracking system, a Management Information System and employee training.
  • Designed a dedicated support center with advanced test simulation and secure communication infrastructure.

The Result

  • The client saw a notable enhancement in support operations and overall business processes.
  • Our cost-effective solution led to a complete transformation in the client's business approach.
  • This resulted in a long-term partnership with the client for future call center endeavors.

Unlocking Enhanced Customer Experiences with ExpertCallers

Elevate your customer experience by collaborating with us. We function as an extension of your company, offering customized services to meet your precise requirements. Our expertise, knowledge, and robust infrastructure are geared to bolster your brand. Unlike many service providers, we prioritize innovation across your entire call center ecosystem.

Reach out to us today to harness our extensive experience in the outbound call center industry.