Situation
The client had 42 IT helpdesk agents
The client faced high attrition rate of 22%
High rates of leaves - daily 3 – 5 agents
Foreign language concerns
Client wasn’t meeting SLAs
Solutions
We deployed a Managed Service Solution with local and foreign talent
All outstanding issues resolved within 2 months
Improved agent performance that was reflected in greeter efficiency
Results
Client metrics met in 3 months
Attrition reduced from 22% to 0.5%
Client’s Customer satisfaction increased from 40% to 85% in 4 months
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