Technical Help Desk Outsourcing

Aug 6, 2019 | Case Studies

Technical help desk outsourcing services helped a US based distributor support their individual consumer clients, with 24×7 access to professional agents.


The Client


As an authorised distributor of wireless IP network cameras in the US, marketing and distributing these cameras for customers across North America, Europe and Australia, our client required urgent assistance.


The Business Challenge


Due to high influx of customer orders because of exponential growth, our client did not have the capacity of engineers to install and configure these wireless IP cameras and was not able to deliver on the promised quality of service standards that their end customers were expecting. Our client approached Phykon to deliver the required service standards and also improve the overall operational efficiency in the client’s technical support department.


The Technical Help Desk Outsourcing Solution


Phykon recruited a team of specialist engineers with qualified trainers embedded, to ensure standards and quality assurance is maintained as well as training the team in customer service relationship management, call handling and email etiquette. This remote team was rostered to provide 24×7 support across three time zones (CST, GMT and AEST).


The Results


Quality of service was improved with the prompt, accurate and satisfactory resolution to all Our client was for the first time, enabled to provide 24×7 customer support to its end customers. In addition, our client’s repeat orders increased by 25% because of the improved level of customer satisfaction. Plus, expenses for the quality technical support, was reduced to almost 50%, compared to the client equivalent in-house onshore team of experts.


The Benefits



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