case-study

Comprehensive Tier-1 Technical Support for an Aviation Industry Giant

The client is one of the leading paperless solution providers for business and commercial aviation markets. It has been serving the aviation industry for the last two-and-half decade and has provided electronic checklist, electronic flight bag products and other services to over 500 operators, fleets and OEMs.

requirment

The Requirement

The client had issues handling the immense volume of calls. Hence they wanted us to handle tier-1 technical support for Windows and IPad, and make sure that only the calls that needed additional support be routed to their in-house tier-2 team.

The client also wanted to assess our ability to handle this complex project and hence awarded us a three months contract on a trial basis.

solution

The Solution

We handpicked a small team of agents with sound technical expertise and trained them extensively to handle Windows and IPad tier-1 technical issues. Once this was done, we gave them access to the latest analytical and intelligence tools which made it easy for them to handle core issues. To increase operational efficiency, we split the core team to create a number of teams so that continuous support could be provided without affecting the quality of service. This went a long way in increasing the satisfaction levels of the callers.

result

The Result

After we took over, our client started witnessing higher first-call resolution rates. The customer satisfaction rates touched new heights and the in-house team were left with ample time to resolve more critical issues. The client was extremely happy with our ability and efficiency. All these positives drove the client to extend the contract and become a permanent beneficiary of our services.

outsource

Outsource Tier-1 Tech Support to ExpertCallers

Are you on a look out for expert help in setting up or improvising your tier-1 tech support business? If yes, then look no further than us. Our team consists of highly qualified engineers, well versed with every aspect of technical support. Our engineers will train our agents to ensure they deliver exactly what you want. This aside, we provide world-class helpdesk infrastructure, established processes and reliable telecommunication network to help you get the most out of your investment.

Hence outsource your tier-1 tech support needs to us and be assured of complete peace of mind.