Technical Support Case Study

CS, TS - Global leading internet related services provider

Objective

  • Enable android platform support services for products
  • Increase new hire training pass rates irrespective

Countries: Indonesia, Malaysia, Thailand, Vietnam, Taiwan, Hong Kong

Metric

  • Customer Satisfaction,
  • Quality Monitoring,
  • Average Handle Time,
  • Service Level,
  • Billing Hours

Highlights

  • Consistent Batch over Batch improvement of new hires.
  • 22% improvement of New hire Pass rates within 6 months
  • Best Practices shared with other vendors
Swivelt - B2C technical support case study

Solution​

  • Reshape training methodology to be agile
  • Enhance the certification process
  • Enhance the nesting period to include more floor support.
  • Introduce Star Program for new hires

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