COMMUNICATIONS 1 90% CHALLENGE: Find top tech support at best cost • Ensure a large number of qualified technical support specialists at all times. • Overcome language difficulties typically found with offshore providers. • Find the most efficient model for expanding an English-speaking staff. • Access agents with technical acumen and savvy customer relationship skills. • Resolve customer issues on the first call—without added handle time. SOLUTION: Offered trained industry specialists • Selected motivated agents with in-depth industry knowledge. • Degreed professional educators developed training curriculum. • Agents engaged in intensive, web-based training tailored to client. • Prepared agents to work across multiple data and knowledge bases. • Enabled seamless integr

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