About the Client
A US based, leading Enterprise IT company, in the business of providing IT solutions to their customers such as computer hardware, services and add-ons. This was the first time the client opted to outsource their tech support services.
The Project
Our Challenge
Strong and reliable tech support services enables companies to stay competitive in their industry. Staffing was our biggest challenge since the customer provided a diverse range of enterprise IT solutions. The tech support staff where not only required to be experienced to fix customer issues or capable to answer queries but also technically proficient in various tools and technologies.
Our Solution
We wanted to address the customer’s specific needs as well as be within the customer’s budgets. So we strategized a below approach:
- Value addition: We had the technical support help desk services based in Pune, India to meet the required customer’s budgets. Multiple support shifts were introduced to handle peak period requirements. To provide seamless tech support we had a multilingual help desk team as well
- Daily check-ins: We established transparency with our work through daily reporting.We suggested reporting formats and templates as a value addition to our customer, which were well accepted. Reporting was done both on a daily and weekly basis.
- Quality checks: Stringent quality checks were set up at every stage of the process to ensure flawless execution in meeting the customer’s requirements. Each voice call was recorded and subjected to quality checks to ensure that the outbound call center agents performed well, in line with the customer’s expectations.
- Level of skill: To provide the best quality of service, VSynergize trained every tech support staff on the client’s specific IT solutions, so that they were confident to respond to calls and technically sound to solve customer queries.
The Result
We took care of the client’s needs within the expected budget, exceeding the agreed upon SLA. The customer was elated to see the quick turnaround provided with the tech support services as well as the key differentiating factors of the project:
- A superior tech support centre with +92% calls answered on time
- Technically sound and multi-lingual tech support team working on the project
- All technical queries handled appropriately and with precision
- Comprehensive reporting procedures
- Excellent project management skills
- 5X faster issue resolution, preventing revenue loss
The association with Vsynergize had a tremendous impact on the business of the customer, and was extremely appreciative to the improvement of their tech support services.
If you too are are looking to set up or improve your tech support services, then you have found us! VSynergize can assure you of expert tech support services that is high quality and affordable at the same time. Reach out to us today by simply giving us a call on +1-732-481-9424 or email at info@vsynergize.com. We will be glad to assist you.
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