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Call Center Customer Support Services - A Case Study

Leading Call Center Customer Support

Flatworld offered its call center outsourcing services to provide Tier 1 support to its client’s customers across the Asia-Pacific region on its key products.

The Client

Our client is a leader in offering quality and workforce management software for the call center industry. The workforce forms the heartbeat of any call center. Managing this prized possession could be one of the most important tasks for any company. It is important to maintain a cordial yet professional atmosphere to maintain high levels of quality and productivity.

Workforce Management helps get the maximum out of human capital efficiently and regularly. Using our customized software, we were able to provide the most optimized call center services the client was looking for. Our automated agent adherence systems differentiated time slots for a multitude of teams and various genres of work providing an advanced call center workforce management solution.

The Challenge

The scope of work required the Flatworld team to provide Tier 1 support to the client’s customers across the APAC (Asia-Pacific) region on its key products. Due to the vast expanse of the region and the various services our client offered, it was difficult to manually perform the workforce management quickly and efficiently to maintain quality standards.

Flatworld used its automated software to set the required call center workforce management on the right path. It involved HR Administration, Payroll & Benefits, Time & Attendance, Career & Succession Planning, Talent Management and/or Applicant Tracking, Learning Management and/or Training Management, Performance Management and also making it capable of handling simultaneous scheduling, forecasting and reporting by numerous people.

The Solution

Flatworld decided to resolve the problem by operating using a BOT (Build-Operate-Transfer) model which included the following aspects:

  • A rigorous process of recruitment of a team of engineers
  • Intensive training for a multi-cultural approach to handle customers across the APAC region
  • Engineers were also exclusively trained by the client to avoid conflicting process methodologies
  • An integration with the client’s reporting system aimed at aligning processes at Flatworld

Our call statistics surpassed those of other call center service providers. Being the best at providing Customer Support Services, our performances were well above the client’s expected results.

Call Statistics
Client Benchmark
Flatworld performance
Call Statistics
Abandoned calls
Client Benchmark
5%
Flatworld performance
less than 3%
Call Statistics
Average speed of answer
Client Benchmark
10 seconds
Flatworld performance
4 seconds
Call Statistics
Average cases open per resource
Client Benchmark
11
Flatworld performance
9
Call Statistics
Cases open for more than 45 days
Client Benchmark
25
Flatworld performance
23

The Result

Flatworld has carried out more than 100 upgrades globally till date and expect to achieve at least double in the next few months provided a timely solution to our client’s requirements. The BOT model worked according to the customer’s demands and our engineers have taken over field activities while maintaining customer satisfaction as the primary motive. The client not only saved on time and money, but also on valuable infrastructure

Flatworld Solutions has now firmly cemented its place among the leading Call Center Customer Support service providers and offers workforce management for several leading call centers looking to outsource their process requirements. Save on time and money. For any queries regarding your Call Center Customer Support service needs, please fill in the inquiry form and our Client Engagement Team will contact you within 24 hours.

Read this Case Study on Call Center Outsourcing - the success story of a U.S. based global services company.

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