Opti-shore Helpdesk for Broadband providerThe Customer The client is the fastest growing provider of residential, business and metro telecommunications services in Ireland. It employs 320 people between its offices in Dublin and Cork, making it the third largest employer in the Irish telecommunications sector. The Business Challenge - To provide customer service to existing broadband users
- To provide helpdesk service to existing broadband users
- To cross-sell and up-sell services to existing users
- To provide high customer satisfaction and reduce operating expenses
The Solution - Provided a near-shore center for ease of accessibility and for establishing comfort with the client’s team
- Agents from India to receive calls from the Irish call centre, to reduce costs and to aid in transitioning the process back to India
- Well qualified graduates to meet SLAs with the client
Business Benefits - Smooth Transition with the opti-shore model
- Reduced operational costs
- 24X7 support
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