Telecommunications company providing some of its products via the dedicated sites. A Call Center responsible for the basic customer support on a 24/7 basis.
duration15 months
technologies
Linux
Kubernetes
Docker
PostgreSQL
Java
Python
Other:
ClickHouse, ELK, Perl, Ansible, Terraform
The customer support flow provided by Andersen's team
Service functionality
Dedicated VOIP system setup
JIRA Service Desk + Confluence Knowledge Database
Agreed SLAs for each type of request
Registration of incoming calls to the ticketing system
Regular reporting
Manuals section on each site
Solution
Andersen Call Center took responsibility for all issues and inquiries coming by phone from the customers of the client product sites. A team of 6 specialists provided customer service support on a 24/7 basis according to the agreed service level details. They also made sites self-help area improvement actions that helped to decrease the number of such requests.
Results
Structured frontline customer service processes
Increased percentage of satisfied customers from 73% to 90%
24/7 customer support team availability
Developed self-help section on each site
Let's talk about your IT needs
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
