Technical Service Centre Case Study

Technical Service Centre – International provider of Internet services

Objective

We need an international technical support team that solves rather than creates problems.

Countries: APAC, EMEA

Metric

  • C-SAT > 90%
  • Abandon rate < 4%
  • Attrition rate < 20% (p..a.)
  • First call resolution rate < 75%

Highlights

  • 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%)
Swivelt - technical service centre case study

Solution​

  • Establishment of an application support team
  • Global support coverage from two hubs
  • English support volumes with multilingual resources

Key Success Factors

  • Intensive quality assurance
  • Daily performance reviews
  • Dedicated team of trainers
  • Daily tips & hints blasts
  • Employee incentives
  • Low span of control

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