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Unity Communications helped an E-learning company find a cost-effective way to scale its IT helpdesk operations and streamline its workflows to improve productivity and customer experience.
Case Study
Wireless Watchdogs, the award-winning wireless management company, is an industry leader with a regular need for effective and responsive support staff. When the helpdesk and technical support began to become thinly stretched, pushing overtime limits and hiring temporary staff, the need for more help was evident. With their growth and referral business growing, a lack of qualified local labor was slowing down their salespeople in closing deals.
Hire an Offshore It Support Team from the Philippines.
Unity Communications helped build an offshore helpdesk team with a specialist assigned to handle voice, chat, and email. The recruitment team sourced help desk specialists in the Philippines with the right background skills and experience. Onboarding and training took about a week and by the end of the 2nd week, the offshore helpdesk team was able to handle 90% of the user request. The team was responsible for processing tickets through Zendesk. A team leader was assigned to oversee the operation, track attendance, and quality audits to ensure high quality of service.
With years of experience in the IT industry and phone systems, Call Flow Solution created a step by step workflow that established an efficient ticketing system.
With the KPO (knowledge process outsourcing) services rendered, the company now has a streamlined process in handling user requests, which then improves the quality of support and customer satisfaction.
After two weeks, Unity Communications handled 90% of the user request and delivered results in a timely manner. Since requests and inquiries are handled quickly, user satisfaction increases by up to 92%, which created an opportunity to attract more students to sign up for online classes. The client is now confident to add a large catalog of classes online, allowing them to compete with the more established and well-known universities and e-learning providers.
By outsourcing its IT helpdesk to Unity Communications, the company saves up to 65% in labor costs. The helpdesk team also contributed to an increase in sales through upselling and improving the overall quality of support.
