case-study

How We Established a Cost-effective Inbound Technical Support Desk for Leading US IT Company

A leading US based IT service provider that offers a host of computer solutions and services, wanted to establish a cost-effective inbound technical support desk to handle technical queries and issues faced by their customers. But they neither had the experience nor the expertise to do so. Hence they partnered with us to accomplish their objective.

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The Challenges

Since the client offered a plethora of IT services and solutions, staffing was one of our biggest challenges. We had to hire agents proficient in a variety of technologies, and capable of answering complex technical queries. Further, we had to ensure that our solution was cost-effective as the customer was facing severe budget constraints

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The Solution

We devised a two-pronged strategy to tackle the problem, which included targeted staffing and training.

Firstly, we extensively hired able and experienced individuals who had previously worked on similar projects, and had a complete understanding of the platform on which the client’s IT solutions were based.

Secondly, we further trained these individuals on the specific solutions and services offered by the client so that they could respond to queries confidently and resolve issues in a speedy manner

Lastly, we followed a comprehensive outsourcing model in order to limit the client’s costs.

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The Result

Our solution brought about a significant increase in customer satisfaction level. This is primarily because our services allowed the client to handle every technical queries in a simplified and precise manner. The customer was extremely happy with our end-to-end inbound call center support services.

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Outsource inbound call center services to ExpertCallers and stay ahead of the curve in the industry!

ExpertCallers is a proficient and reliable modern day outsourcing company, with several years of experience in inbound customer service operations. We have rich experience in handling inbound call centers for several leading global organizations, across a wide range of domains. Our unstinted support to our clients has helped us get into the league of the most reputed and trusted inbound call center service provider in the world.

We believe that the best way to drive productivity in any call center, let alone inbound call center, is to empower call center agents with the right technology. Hence, we make it a point that we equip our clients with state-of-the-art customer support tools and technologies. In addition, we arm them with scalable IP solutions in order to ensure multi-site and multi-channel support.