A leading hosting
company lowered costs and streamlined their 24X7 Helpdesk Operations
with call-centre-india contact center services. A leading hosting company
selected call-centre-india to manage its helpdesk operations from 2001
onwards. Over the past 2 years, call-centre-india has partnered with this
customer to meet tight deadlines, improve service levels and reduce
costs by almost 40% and increasing sales by 30%.
The entire engagement includes supporting around 20000 users and
handling around 1000 new visitors every day on the site.
The transition for this engagement was undertaken in 3 distinct
phases. The initial phase “Planning” involved understanding
the client business, understanding the technical and functional
process, define the Service Level Agreements. The next phase “Knowledge
Transfer” involved identifying an application as the pilot
project, define standard escalation procedures, involve the team
to get exposed to real-life scenarios, and validate system availability.
The final process of “Steady State” is continuous execution
of service level agreements, measurement and reporting of metrics,
and being a virtual extension of the onsite team.
As part of providing contact center services, the team is responsible
for responding client’s customers across all channels. Logging
and manage all enquiries/complaints, and prioritize enquiries/complaints
based on pre-defined severity levels. Complaints/enquiry are assigned
based on expertise/skill requirements and logged using a tracking/management
system.
Responses are tracked to closure and statistics like response time,
closure duration, customer satisfaction level, customer feedback,
are reported to the client. Apart from the day-to-day operations,
weekly reports were also generated for parameters such as: Case
Aging, Severity Levels, Time taken for resolution, Open activities,
etc.
A dedicated link from the call centre in India to the US, a state-of-the-art
telecom facility, and other networking equipment has helped towards
a smooth and successful transition!
Call-centre-india was able to deliver value to this client by :
- Improved cost efficiencies by remotely managing operations.
- Improved process efficiencies and continuous process improvements
by using proven methodology and processes.
- Process optimization by evolving the process and by implementing
the IT solution that supports the process.
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