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Background
Our client is a global major in the telecom and communication
space and is a part of a fortune 500 company. It provides
Satellite based broadband ISP services to its customers in
North America.
Broadband ISP helpdesk function was outsourced to a US based
call center specializing in ISP helpdesk and our client was
satisfied with the services. However, there was scope for
further improvement and decided to go offshore for cost reductions,
shortage of skills, providing 24*7 support etc.
Although everybody was convinced about the cost advantage
of offshore ISP Helpdesk there was some skepticism regarding
telecom infrastructure, migrating the process, account management,
cultural compatibility etc.
After evaluating some vendors they selected Hughes BPO Services
as their preferred vendor because of the following reasons:
- HSS is an established leader in the broadband and
communication space, has worked with leading companies
and is recognized as an integrated telecom BPO provider.
It has several products and services in the area. Our domain
knowledge ensured that client had complete faith in
our capability and required minimal management time.
Services provided
HughesBPO was selected to provide an integrated offshore contact
center services including technical helpdesk and customer
care services to its end customers. The process started with
a pilot of 20 people to provide voice, e-mail and chat based
services for installation, configuration and troubleshooting
of problems related to hardware, software, network, and connectivity.
Key accomplishments
- Met all production SLAs since launch
- Lower Program attrition
- Project Ramp-up as per schedule
- Project ramped upto 10 times the pilot size in less than
3 months
- Project size to expand considerably in next three months
- 20% reduction in AHT
- 25% improvement in CSAT
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