The challenge

Tech support associates at one of the world's largest manufacturers of computer peripherals, software, and video conferencing equipment were taking too long to resolve customer enquiries. The result was a frustrating experience for associates and customers alike.

TTEC had a longstanding partnership with the brand, helping them with various aspects of the business, so we were well-positioned to identify roadblocks and implement solutions.

The solution

We provided 340 tech support associates who were based in five countries: the United States, Canada, the Philippines, Mexico, and Bulgaria. They fielded several types of tech support enquiries for the company, including:

• Software troubleshooting
• Hardware and device troubleshooting
• Help desk support
• App and web troubleshooting
• Warranty and recall assistance

Our associates were trained to not only provide great technical help, but to treat customers with empathy. This combination of tech support and customer experience (CX) expertise helped resolve enquiries faster and increased customer satisfaction (CSAT).

The results

Our work resulted in better, faster, and more efficient tech support interactions between customers and associates. The client achieved 90% CSAT, a Net Promoter Score (NPS) above 50, and a first-call resolution rate above 85% because of our partnership.

Other work we performed simultaneously for the brand, such as streamlining its knowledgebase to ensure associates had the information they needed, further helped associates deliver faster resolutions.