Customer Success Story
Elevating Excellence: TSI‘s Triumph In Technical Support For Leading Innovators
The Challenge
The client’s products were creating waves in the technology market, but with great innovation came a significant influx of customers seeking assistance. The challenge was to provide exceptional technical support to a diverse range of products, including Tier I and Tier II support for MP3 players, desktops, laptops, and mobile phones. The need was not just to meet the demands of the client’s existing customer base but to prepare for future expansion as well.
The Solution
TSI rose to the occasion with an ambitious solution. The program began with a modest 44-seat operation, swiftly expanding to accommodate 300 seats. Simultaneously, in an additional location, 145 seats were set up with an additional 100 seats ready for activation to support future expansion.
Initially, TSI provided Tier I Technical Support for the client’s MP3 players and desktop computers. However, recognizing the client’s evolving needs, TSI expanded its services to encompass Tier II Technical Support for the entire range of products: MP3 players, mobile phones, desktops, and laptops.
The Results
The transformation was nothing short of spectacular. The support for the client’s MP3 players consistently ranked among the top 3. The support for desktop and laptop computers (CPU) also performed remarkably, ranking among the top 3.
The transformation was nothing short of spectacular. The support for the client’s MP3 players consistently ranked among the top 3. The support for desktop and laptop computers (CPU) also performed remarkably, ranking among the top 3.
The crowning achievement was the support for the client’s mobile phones. It claimed the No. 1 spot. Moreover, during the worldwide launch of the newest phone, it was the only site out of 14 globally to achieve the client’s CSAT (Customer Satisfaction) goals. Overall, it maintained its position in the top 3.
Client Testimonial
The client was effusive in its praise for TSI’s efforts. TSI Mendota, which started with just 44 agents, made an unforgettable debut. The onsite support team, TSI management team, and agents worked closely together to create a seamless and exceptional customer experience. The client’s satisfaction with the results was evident in its glowing testimonial.
In summary, TSI’s partnership with the leading wireless cellular phone, MP3, and computer manufacturer proved to be a remarkable success story. From humble beginnings in Mendota, it grew into a powerhouse of technical support, consistently delivering top-notch service and achieving outstanding customer satisfaction. This case study stands as a testament to TSI’s commitment to excellence and its ability to meet and exceed the most challenging of strategic needs.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
