Client: Fortune 500 Financial Services Company

business challenge:

Rising cost of labor overseas, lack of communication and documentation prompted this client to evaluate their internal helpdesk and search for alternative solutions. Lengthy time to answer calls, extended time to find resolutions and communication challenges caused a lot of internal frustration and a lack of confidence in the team.

Service Delivered:

GLOBAL HELP DESK SUPPORT

solution:

Leveraging a best in business training program, Provalus built a customized help desk solution for this client that focused on providing excellent customer service and documentation to create more self-service options.

IMPACT:

  • Average Speed to Answer: Decreased from 27 minutes when Provalus took over the Help Desk in January to under 2 minutes in less than 9 months.
  • Call Abandon Rate: Decreased from 55% to 7% in less than 9 months.
  • First Call Resolution: Increased 7%