Information Technology Company
After obtaining a substantial contract, a former IT client contacted us to assist in expanding operations to accommodate 24-hour call coverage and meet full-service help desk requirements seven days a week.
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After obtaining a substantial contract, a former IT client contacted us to assist in expanding operations to accommodate 24-hour call coverage and meet full-service help desk requirements seven days a week.
Case Study
An IT company in the U.S. secured a substantial contract, leading to an expansion of operations requiring 24/7 call handling instead of the traditional 8-hour daily help desk.
However, facing challenges due to a high unemployment rate and a scarcity of qualified applicants willing to work graveyard hours, the company encountered difficulties meeting the increased demand.
Recognizing the need for a solution, the company turned to Unity Communications, acknowledging that outsourcing was the optimal approach to fulfill the contract’s requirements.
Unity Communications, with a keen awareness of the business requirements, established a tier 1 technical support team dedicated to handling entry-level IT problems and solutions, aligning with the demands of the newly acquired contract.
To ensure smooth operations and compliance with the contract’s terms, they developed APIs to facilitate seamless integration between the two teams. These APIs enabled effective coordination of their ticketing system, reporting mechanisms, and the ability to meet the new service level agreements (SLAs) and key performance indicators (KPIs).
Our client successfully expanded their current call center operations across three countries, achieving round-the-clock availability seven days a week. As a result, the company has secured further agreements, allowing them to maintain a competitive edge in the market.