Scope
To provide timely response to end-Client regarding their queries relating to usage of the platform.
Challenge
Volume is very cyclical and PTOs on high volume days or attrition during peak season pressurise existing staff force – requires special attention of the C-suite; unable to provide support outside of standard working hours for people users who login late hours. Assumed queries to come down from old Clients; unfortunately it exceeds due to staff turnover at client side.w.
Solution
Team was formed with 20 hours shift availability and it is tailored to suit their other family members work hours. Work from home with 20% additional staff to cater peak days, PTOs, attrition and dedicated manager to organize and streamline during cyclical volumes.
Results
C-SAT has gone up, time taken to respond has come down, percentage of tickets cleared in 1st query is on the raise – team is drenched for each of these parameters. SME level is built-in to ensure quality of response and to function as check-dams in the knowledge front.