Comprehensive Tier-1 Technical Support for an Aviation Industry Giant

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.

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.

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.