A leading software developer was challenged to provide a superior technical support experience to its customers with increasing costs. The company looked to Convergys as a long-term partner for help.

Convergys and the company developed a plan to migrate the technical support work to India. A quality program based on a Six Sigma approach and a high-performance training program that spans the entire agent lifecycle from new hire, to continuous learning and performance management were implemented. A new staffing model and knowledge tools give agents quick access to floor supervisors and information needed to quickly respond to customers needs.

• customer satisfaction
• Ability to quickly grow program
• Reduced average call handle time
• Improved first call resolution
• Increased agent productivity and satisfaction