Overview

The client faced significant challenges in managing technical and billing support, leading to an overwhelming volume of customer queries. ExpertCallers assembled a proficient team that became operational swiftly to tackle these issues. The team successfully improved response times and customer satisfaction, fostering an ongoing partnership with the client.

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Story of the Customer

Our client, a prominent player in the security surveillance industry, offers advanced security solutions integrating AI-driven cameras and live guard monitoring. As their customer base grew, they struggled to maintain efficient support for technical and billing inquiries, impacting customer satisfaction. To address this, they sought an offshore support solution that would be cost-effective and scalable.

The Challenge

The client was burdened with a high volume of unresolved technical and billing queries, which hindered their operational efficiency and customer satisfaction.

They needed a 12/7 support team capable of handling Level 1 and Level 2 issues.
The team had to be proficient in troubleshooting, setup assistance, and subscription management.
Quick response and resolution times were essential to maintain high customer satisfaction.
A cost-effective offshore solution was required to optimize operational expenses.

The Solution

To meet the client's needs, ExpertCallers deployed a dedicated support team in a strategic and timely manner -

Mobilizing a Team - A specialized support team was established to handle both technical and billing queries efficiently.
Candidate Assessment - Candidates were evaluated for their technical skills, communication proficiency, and software expertise.
Service Excellence - Emphasized a service-centric approach and adaptability to ensure rapid and effective support.
Learning Agility - Team members were trained in the client's ecosystem and best practices for security systems.

The Result

The support team quickly adapted to the client's requirements and significantly improved service delivery -

Improved response time by 40% and reduced call response time to 1 minute.
Achieved a ticket response time within 1 hour and ensured a 100% callback rate on missed calls.
Elevated customer satisfaction scores from 3.75 to above 4.
Reduced operational expenses by over 40% with an offshore model.
Efficiently scaled support operations to manage increased query volumes.

Unlocking Enhanced Customer Experiences with ExpertCallers

Enhance your customer support by partnering with us. We act as an extension of your business, providing tailored services to meet your unique needs. Our expertise and infrastructure are designed to strengthen your brand and offer innovative solutions across your support ecosystem.

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Enhancing Technical Support, Resolving Query Volumes, and Establishing Reliable Partnerships in Security Surveillance