Help Desk Services - II

Customer : A leader in the Consumer Financial Services segment with more than 12000 users across 20 locations in US/Canada

Customer need : Multiple help desk catered to 20 locations causing lack of synergy. Lower Resolution on First call resulting in more calls being escalated to onsite resolver groups

Our solution :

• Set up a Single point Help Desk support for all 20 locations

• Formulated a plan to improve overall Resolution on First Call (ROFC) through consolidation

• Provided Value added features like improved reporting, Voice of Customer (VOC) process, etc.

• Enabled Call reduction through the automation of Telecom-related calls and use of Web

Results :

• Annual cost savings in excess of 30%

• Improvement in ROFC from 30% to > 70% in 6 months

• Immediate improvement in Average speed of answer and abandon rate

• Additional business to GECIS–IT Services in form of ramp-up to cover additional locations (doubling the current team size) along with Mainframe support Help Desk.

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