White Papers
Help Desk NOW Case Study: Autocraft Electronics
Category: IT Management
Tags: outsourcing, customer satisfaction
Overview Autocraft Electronics (AE), a division of Aftermarket Technology Corporation, was awarded a special customer satisfaction campaign that was projected to last 9-12 months with fluctuating daily and weekly call volumes. To achieve the desired level of service, the company needed to double their capability to answer customer calls and enter orders, but at minimal incremental cost. After assessing the high internal cost to add short-term staff, space, and telecommunications equipment, they decided to look at outsourcing. They talked with several call centers, but Help Desk NOW emerged as the solution that paired operational and technical excellence with a truly reasonable cost structure.
- Publisher
- Help Desk NOW
- File Format
- Date Published
- Aug 9, 2006
- Format
- Case Studies
- Topics
- SLA, Outsourcing, Customer Support Services
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