Successful implementation of an out-of-hours service desk for a large UK Based Telecoms and Contact Centre service provider.
The client was previously using an outsourced virtual assistant service that was not efficient enough to meet customer expectations and was expensive. They needed a service desk that could cover out of hours calls 365 days a year, including bank holidays
Out of hours support
DBSL’s executive team identified key gaps in the existing system and processes ,which needed to be addressed to build a best-in-class customer support platform. The following steps were taken:
Conducted a Service Synopsis to identify pain points and determine necessary resources and tool.
Calculated ROI showing revenue savings compared to a UK-based resource.
Worked closely with the client to hire and train a team of seven dedicated resources.
Implemented weekly reviews to ensure smooth operation.
Business Impact Created
Successfully implemented a new out-of-hours service desk in just 6 weeks.
Improved efficiency and customer satisfaction by managing the entire incident management process.
Offloaded some of the UK team’s work to the out-of-hours team.
24x7x365 coverage with a cost savings of up to 60%.
Improved peace of mind for the client through the smooth operation of business as usual (BAU) processes.