Adding an Offshore Team Raises Customer Satisfaction and Avoids $500,000 in Overhead Costs
The circumstance of an inadequate workforce frequently left calls to the IT help desk unanswered, aggravating business users and dampening morale of the group designated to provide service. Management favored replacing personnel at headquarters, augmenting the headcount and cost.
Interviewed key individuals from all levels in the company’s 17 US, European, and Asian offices to assess the quality of technology assistance. Consolidated the insights into a plan that complemented the home-office staff with an offshore contingent. Assigned that group responsibility for resolving routine problems on a 7/24/365 schedule. The anticipated $500,000 reduction in overhead costs earned management approval. Proceeded to personally hire and train the offshore body and integrate members with the in-office unit. Implemented procedures to track, resolve, and receive feedback on the caliber of the response experienced. Guided a disciplined introduction of the new service providing adequate time for each department to develop trust in the skills and dedication of the expanded workforce.
By the end of the first year of operation, documented surveys validated a rise from 2.8 to 4.5 (scale of 5) in customer satisfaction. The field sales teams expressed a revived confidence in receiving necessary assistance.