B2B Technical Support Case Study
B2B – Technical Support - Global leading internet related services provider
Objective
- Re-engineer B2B post sale support for enterprise
- Add new efficiency metric without impacting quality
- Achieve expected targets and establish best practices
Countries: China, Indonesia, Korea, Japan, Thailand, Global English Support
Metric
- Service Level, Average Handle Time, Abandoned.
- Quality, Customer Satisfaction, Total Resolve Time
Highlights
- Consistent Quality performance above targets
- Helped other vendors by sharing best practices
- Consistent MoM improvement of Metrics
- Ranked top site Globally out of 10 other vendors
Solution
- Re-engineer process and workflows
- Enhanced Case Management process and daily check
- Incorporate metric into Star Program and quality process
- Establish weekly best practices bridge across all sites
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