Technical Service Centre Case Study
Technical Service Centre – International provider of Internet services
![](https://swivelt.com/wp-content/uploads/2021/10/Objective.jpg)
- We need an international technical support team that solves rather than creates problems
- Countries: APAC, EMEA
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- Establishment of an application support team
- Global support coverage from two hubs
- English support volumes with multilingual resources
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- C-SAT > 90%
- Abandon rate < 4%
- Attrition rate < 20% (p..a.)
- First call resolution rate < 75%
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- Fast time to market (2 months)
- Dedicated trainer team
- One Vendor Manager per hub to manage team
- Reached service goals in 2nd quarter (C-SAT > 95%)
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- Intensive quality assurance
- Daily performance reviews
- Dedicated team of trainers
- Daily tips & hints blasts
- Employee incentives
- Low span of control
![](https://swivelt.com/wp-content/uploads/2021/09/7cs-2.jpg)