B2B Technical Support Case Study

B2B – Technical Support - Global leading internet related services provider

  • 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
  • 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
  • Service Level, Average Handle Time, Abandoned.
  • Quality, Customer Satisfaction, Total Resolve Time
  • 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

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