Tatvasoft is one of the leading global software development companies with customers spanned across 36 countries and working in more than 10 industry domains.

We were provided with a diverse range of IT services and solutions therefore staffing the help desk was our biggest challenge. Technical Support Staff answering the inbound calls had to be:

• Technically proficient in a variety of tools and technologies.
• Experienced enough to fix customer issues over the phone and to answer complex technical queries capably.
• All this was to be done in an economical manner within the customer’s expected budget. A ‘Train the Trainer’ concept was immediately incorporated by Kexxel BPO where the Training Head & Senior Trainers received the required technical training from our client.

Kexxel BPO rose to the challenge , we used the vast experience we garnered on previous, remote IT support projects to ramp up fast. Our solution was three-pronged:

Targeted Staffing: We staffed the technical helpdesk with an able and experienced team who had worked on similar projects, and had broad knowledge of the platform(s) our customer’s IT solutions were based on.

Training: These support staff were further trained on the specific solutions and services offered by our customer so that they could respond to calls confidently and solve problems in a speedy manner.

Kexxel BPO has been consistently meeting, and exceeding the SLA agreed upon with the client. There have so far been zero hitches providing technical support to this project. CSS results scored more than 98%  (these metrics though available, cannot be shared due to customer confidentiality privilege)

Some great feedback we have received:

• All technical queries are being handled with precision.
• The company’s technical products and services are being simplified for those who call.
• Kexxel BPO were efficient in providing the right infrastructural support to handle all calls.