Technical Support Case Study
CS, TS - Global leading internet related services provider
- Enable android platform support services for products
- Increase new hire training pass rates irrespective
- Countries: Indonesia, Malaysia, Thailand, Vietnam, Taiwan, Hong Kong
- Reshape training methodology to be agile
- Enhance the certification process
- Enhance the nesting period to include more floor support.
- Introduce Star Program for new hires
- Customer Satisfaction,
- Quality Monitoring,
- Average Handle Time,
- Service Level,
- Billing Hours
- Consistent Batch over Batch improvement of new hires.
- 22% improvement of New hire Pass rates within 6 months
- Best Practices shared with other vendors
