CASE STUDY
Enabling Global Technical Support Coverage Through Offshore Operations
A mid-sized technology company providing 1st to 3rd line technical support needed a scalable, round-the-clock support solution to maintain high service quality across global time zones. As customer acquisition accelerated, the client faced increasing pressure to ensure responsiveness and consistency, prompting the need for a reliable offshore support model.
THE OBJECTIVE
- Deploy a dedicated 24/7 technical support team capable of handling Level 1 to Level 3 inquiries.
- Seamlessly integrate offshore agents into the client’s systems and workflows.
- Reduce response and resolution times while maintaining or improving customer satisfaction.
- Establish a KPI-driven support desk focused on SLA compliance, CSAT, and resolution efficiency.
- Minimize client overhead in managing day-to-day support operations.
THE CHALLENGE
With ambitious growth targets and a globally distributed customer base, the client needed more than just headcount—they required a dependable, scalable support operation that could deliver consistent, high-quality service around the clock. As the demand on their internal teams surged, they turned to us to extend their technical support capabilities without compromising service levels or customer experience.
- Limited Internal Bandwidth: The client’s in-house team was stretched thin as customer volume increased, leading to longer response times and dropped service levels.
- Time Zone Complexity: The global customer base required full 24/7 coverage, including weekends and holidays, without compromising quality.
- Need for Technical Versatility: Tickets ranged from basic product queries to deep-dive technical troubleshooting, demanding a layered skill set.
- Process Alignment & Knowledge Transfer: The offshore team needed to quickly learn the client’s environment, support protocols, and tools without disrupting ongoing operations.
- Visibility & Accountability: The client lacked standardized reporting on SLAs, CSAT, and escalation handling, making performance oversight difficult.
THE SOLUTION
To address these challenges, we developed and executed a full-spectrum digital strategy, focused on modern web development, content architecture, and social engagement.
Structured Team Deployment
- Deployed a multi-tiered support team with agents aligned to L1, L2, and L3 complexity levels.
- Designed a 24/7 shift model with global coverage, ensuring smooth handoffs between time zones.
- Embedded a delivery manager for oversight, escalation handling, and coordination with client stakeholders.
Seamless Integration
- Integrated agents into the client’s existing tools and systems to maintain continuity.
- Aligned tone, escalation protocols, and workflows with the client’s internal standards.
- Conducted joint onboarding workshops to create SOPs and knowledge base documentation.
KPI-Centric Operations
- SLA tracking (response and resolution times)
- CSAT measurement via post-ticket surveys.
- First Contact Resolution (FCR) tracking.
- Escalation rate monitoring.
- Weekly review calls to discuss trends, performance, and optimization opportunities.
Continuous Quality Improvement
- SConducted QA audits and performance evaluations for agents on a rolling basis.
- Delivered monthly improvement reports with insights, root cause analysis, and recommended action items.
- Built a training feedback loop to upskill agents based on live ticket performance.
THE RESULT
In less than six months, our offshore support desk transformed the client’s service delivery. By combining skilled technical agents, 24/7 shift coverage, and structured KPI management, we significantly improved responsiveness, customer satisfaction, and operational efficiency—while freeing up the client’s internal resources to focus on strategic priorities.
- Improved SLA Compliance: Our structured escalation paths and continuous coverage ensured timely responses and resolutions, bringing SLA compliance from inconsistent levels to consistently above 90%.
- Boosted CSAT Scores: With better availability and faster resolutions, customer satisfaction scores rose sharply, reflecting stronger end-user experiences.
- Faster First Response Times: The implementation of 24/7 support cut first response times dramatically—from hours to under an hour on average.
- Higher First Contact Resolution: Enhanced agent training and process alignment led to more issues being resolved on the first interaction.
- Increased Support Volume: The offshore team efficiently scaled to handle nearly triple the previous ticket volume, without compromising quality.
- Reduced Client Oversight Burden: With a delivery manager and reporting framework in place, the client significantly reduced the time spent on operational supervision.
SLA COMPLIANCE
>90% with 24/7 coverage
CSAT Score
95%+ driven by faster resolution and always-on availability
FIRST RESPONSE TIME
Under 1 hour, down from 6+ hours before engagement.
CLIENT MANAGEMENT TIME
70% reduction in oversight through delivery ownership and reporting.
KEY TAKEAWAYS
This engagement demonstrated our ability to deliver truly global technical support by embedding offshore agents seamlessly into the client’s workflows. We deployed a scalable, multi-tiered support desk covering Level 1 to Level 3 requests, which expanded in step with the client’s growing operational demands. The support desk operated 24/7 with real-time SLA tracking and KPI monitoring, resulting in consistently high service levels and faster resolutions. These improvements directly contributed to a measurable boost in customer satisfaction. By managing the support function end-to-end, we reduced the client’s need for hands-on supervision and freed up internal resources for strategic initiatives. Most importantly, our team functioned as a fully integrated extension of the client’s operations—accountable, cost-efficient, and aligned with their business goals.