Technical Support Center
Challenge
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- The client was faced with making a change that would require dramatically and quickly evolving its customer support capability to handle the needs of national wireless telecom customers. The company's leadership wanted to deploy a multi-carrier Center of Excellence that provided support and education on its next-gen network infrastructure.
- The client knew any solution would need to scale rapidly to meet increasing technology complexity, call volume and issue resolution demands.
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- Sourcing Highly Specialized Technical Talent for 4G LTE and Next Generation Samsung Products
- Technical Support Facility Build-Out
- Talent Recruiting and Onboarding
- Talent Relocation
- Technical Training including Classroom, Distance and Online
- Learning Management System Design and Build
- Issue Resolution Software Installation
- 24/7 Urgent/Critical Issue Resolution Support
- Network Operations Support
- Data Center Installation and Integration
- Technology Migration
- Managed Service Level Agreement
Solution
WorldLink stood up the new technical assistance center (TAC) in under four months. That's almost half the time of other options being considered by the client prior to selecting the WorldLink solution.
The strategic decision to locate the center in close proximity to the client at Richardson, TX, headquarters enabled costs to be reduced significantly. Existing client's technical support resources from Herndon, VA, were relocated to join the new staff in Texas in a larger, upgraded, state-of-the-art facility.
Bottom Line
Reduce the time to "Go Live" by 52%, Cut estimated costs by 45% and Develop a scalable training solution on next-generation technology