Technical Service Centre Case Study

Technical Service Centre – International provider of Internet services

  • We need an international technical support team that solves rather than creates problems
  • Countries: APAC, EMEA
  • Establishment of an application support team
  • Global support coverage from two hubs
  • English support volumes with multilingual resources
  • C-SAT > 90%
  • Abandon rate < 4%
  • Attrition rate < 20% (p..a.)
  • First call resolution rate < 75%
  • 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%)
  • Intensive quality assurance
  • Daily performance reviews
  • Dedicated team of trainers
  • Daily tips & hints blasts
  • Employee incentives
  • Low span of control
  • We need an international technical support team that solves rather than creates problems
  • Countries: APAC, EMEA
  • Establishment of an application support team
  • Global support coverage from two hubs
  • English support volumes with multilingual resources
  • C-SAT > 90%
  • Abandon rate < 4%
  • Attrition rate < 20% (p..a.)
  • First call resolution rate < 75%
  • 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%)
  • Intensive quality assurance
  • Daily performance reviews
  • Dedicated team of trainers
  • Daily tips & hints blasts
  • Employee incentives
  • Low span of control
Swivelt - technical service centre case study

Curious to learn more about how Swivelt can help to grow your business?​

Fill in the form below and get an access to a complete set of iStrives features decks

By ticking this box you confirm your agreement with Swivelt Pte. Ltd. Terms and Conditions and Privacy Policy.

We use cookies to give you the best experience. Cookie Policy