Our Client
A national managed technology services provider focused on higher education, serving nearly 400 colleges and universities and over 1 million students. Their services include Residential Networks, Campus Networks, Cloud Services, Managed IT Services, Security Services, and Professional Services.
Telecom’s Services
24/7 Inbound Voice and Chat, Tier 1 and Tier 2 Technical Support.
The Challenge
The goal was to develop a successful 24×7 hybrid staffing strategy to complement the client’s internal Technical Support team and handle the large volume spikes associated with late summer student move-in, which saw a 20x increase over a six-week period. Most importantly, this strategy needed to adhere to and enhance the client’s culture, brand, and quality expectations.
Our Approach:
- Introduced an annual “forward-looking” strategy to identify resources required to support customer demand forecasting throughout the coming year.
- Collaborated with the client to streamline delivery of KB articles for FAQs through an integrated program accessible to both teams (Agent Desktop Application).
- Consulted with the client on developing additional web-accessible articles to increase “self-help” opportunities for customers and reduce live agent support inquiries.
- Introduced Dedicated Team Leads as an additional key management resource to take ownership of escalated tickets and other responsibilities.
- Developed APIs and associated business rules for real-time interaction data, including voice, chat, and screen recordings, enabling seamless integration between two CCaaS platforms while routing interactions.
- Designated and trained sufficient staff to provide timely and quality support despite unpredictable arrival patterns caused by unknown events.
- Trained staff extensively to effectively convey the client’s unique brand and value proposition, working seamlessly as an extension of their team.
- Provided C-level Executive oversight.
Results
- Average Handle Time is 23% below goal, Abandon Rate is 51% below goal.
- Successfully managed multiple Move In cycles and have become an integral part of our client’s team.