8 months ago -

Success Story in the BPO Industry with Experis Managed Services

All Tech Support Orangewash Cmyk 300

​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

Find Workforce Solutions with the Leading Recruitment Agency in Malaysia​