About the Client:
Our client has the largest security delivery infrastructure on the globe. Performing 11 billion security queries per day, our client detects, anticipates and takes action to neutralize even the newest dangers anywhere in the world in as little as 3 seconds.
With the increase in virus and malware attacks, computer users have increased the demand for antivirus and malware software. As a result, the largest security delivery infrastructure in the globe of antivirus software, which performs over 11 Billion security queries per day, was experiencing significant growth in customer service needs. The software provider detects, anticipates and takes action to neutralize the newest virus or malware dangers globally in as little as 3 seconds. With challenges in meeting customer expectations for help desk support in different time zones, the software provider looked to outsourcing their English speaking help desk and call center functions for their US, Canadian and UK customers.
Through intense collaboration, Premier BPO and the customer strategized on how to meet the unique challenges faced of differences in time zones by the antivirus provider. The work fell into three different phases:
- Review of current processes and state: Premier BPO and the customer defined the challenges the antivirus provider was experience and developed specific goals and targets that would meet their needs.
- Strategy Building: Premier BPO proposed an outsourcing solution that assisted the client in overcoming the staffing challenges they were experiencing. The solution included complete coverage and expanded services through phone and live chat support. The outsourced agents provided technical support, 24/7 customer service support, and sales inquiries.
- Execution plan: This team of professionals began to contact previous clients with the intention of regenerating business of earlier customers and designed special promotions to meet this goal.
As a result of Premier BPO’s team, the provider realized gains in customer satisfaction, while reducing costs. Premier BPO’s team managed US daytime functions that the provider had difficulty in achieving with its European headquarters, cut the costs for recruiting and training while realizing higher agent retention rates. The business continued to grow at a large scale, thanks to management having more time to focus on business improvement, rather than business management.