American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.
To improve First Call Resolution rate and provide better Technical Support to customers.
Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect setting, and many other complex tasks. Poor Technical Support Performance by previous vendors.
Improved training by setting up an Experiential Technology Lab in the contact center for agents to use and get more knowledge and hands-on experience. Employed proper tech-savvy agent profiling. Using call recordings of missed opportunities to improve knowledge base and training
Improved First Call Resolution. Higher CSAT. Lowered Average Handle Time. Massive ROI for the client.