CASESTUDY ENSURING QUALITY CUSTOMER SERVICE WWW.MILCORP.COM GLOBAL FINANCIAL SERVICES CHALLENGE The MIL Corporation’s (MIL) Charleston Customer Support Desks oer vital support services to both internal and external customers worldwide. The help desk operation is strategically located in three locations: Charleston S.C., Bangkok, Thailand, and Soa, Bulgaria. These groups provide 24/7 customer support to both internal and external customers. Customers include embassies, consulates, and government agency employees. MIL’s client recognized a need to measure the quality of service delivered to their customers. In this regard, the client was seeking a way to ensure all help desks were upholding the agency’s quality policy pledge, as customer service is the paramount concern. Additional

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