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Technical support for a call center software vendor
Client Profile
The client is a leader in offering quality and work force management software for the call center industry.
Campaign Requirement
The scope of work required a team of Nirvana engineers to provide Tier 2 support to the client’s customers across
the APAC region on its key products.
Nirvana Solution
The Nirvana solution was designed on a BOT (Build – Operate – Transfer) model which included the following aspects:
- A rigorous process for the recruitment of a team of engineers.
- Intensive training for a multi cultural approach to handle customers across the APAC region.
- Engineers were exclusively trained by the client.
- An integration with the client’s reporting system aimed at aligning processes at Nirvana.
Results
- Nirvana carried out more than 100 upgrades globally till date and expect to achieve at least double in the next few months.
- Nirvana engineers successfully took over field activities while maintaining high customer satisfaction levels.
- Nirvana call statistics are the best when compared to other centers.
| Abandoned calls |
5% |
<3% |
| Average speed of answer |
20 seconds |
8 seconds |
| Average cases open per resource |
11 |
9 |
| Cases open for more than 45 days |
25 |
23 |
Client Response
- The client’s newly acquired products are now being handled out of Nirvana.
- The client is upgrading its products globally (APAC, EMEA, America) from this center.
- The client is now evaluating setting up a 24x7 hour global helpdesk (preliminary response center) for all its customers at Nirvana. An 18 member team will provide Tier 1 support.
- The current Tier 2 engineers have undergone further training and have commenced providing onsite support (whenever required) and reduce the dependence on the field engineers in the APAC region.
- The client wants to shift all support centers (EMEA and America) to Nirvana due to its superior performance.
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