Fortune 500 Technical Call Center Case Study

Challenges:

  • Not consistently meeting customer service level agreements
  • High cost, low return
  • Unable to concentrate on strategic initiatives

Solution:

  • Datrose outsourced on-shore technical call center solutions

Achievements:

  • Turnover rate of 4.2%
  • Show Rate of 98.5% (Absenteeism of 1.5%)
  • 42% increase in utilization
  • 2012 year to date cost savings of $542,138
  • Decreased downtime by introduction of remote device monitoring to identify and resolve system problems prior to failure
  • Reduced training time from 9 weeks to 6.5 weeks

Outcome:

Predictable, consistent, low cost technical call center solutions

"Moving to Datrose brought greater cost efficiencies to our company. They offer the flexibility to meet our rapidly changing business environment. Datrose is a true business partner that meets our customers' needs."


Technical Support Contact Center
Fortune 500 Company

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