Reprogramming tech support through agent engagement

A rapidly expanding California-based tech giant was running a captive contact center providing high-level technical support for the firm’s enterprise software division.

But as the division built an increasingly mainstream customer base, highly specialized agents were becoming disengaged, and lackluster CSAT performance was hurting growth.

Learn how TELUS International:

  • Increased agent engagement to record levels
  • Reduced agent attrition
  • Achieved ongoing CSAT above 94%
  • Reduced cost per case by 24%

“We definitely can’t afford to have a revolving door of agents. To effectively support our products, it takes three months of training and case taking. And that’s one of the reasons we partnered with TELUS International – they have a handle on managing attrition.”   

– Director, Enterprise Support (the client)

Download the case study: Reprogramming tech support through agent engagement

Download the PDF
  • File type: PDF
  • File size: 0.1 MB

Contact an outsourcing expert Contact an
outsourcing expert

Let us answer your questions, provide more details, or share our industry expertise.

Get in touch

Did you know?

TELUS International handles over 200 million BPO transactions annually via voice, email, chat, social media and back-office support.