Case Study for Customer Support

Background
Our client is a multinational computer technology corporation that develops, manufactures, licenses, and supports a wide range of software products for computing devices.

The main program goals were to have an anti-piracy procedure designed to curb casual copying, increase license agreement awareness, to stop counterfeiters and professional software pirates & in turn to Maximize Customer Satisfaction.

arvato India provides activations assistance for a range of products of varying complexity for both the retail and corporate segments.

Solution
arvato India team currently provides support to clients who were unable to activate their product through the IVR or on the web.

Service scope includes :

• Inbound Voice Customer Support
• Worldwide English Customer Support for existing users of the client
         covering North America, EMEA, & ANZ regions.

Highlights

• Go live: June 2004
• Support coverage 24x7
• Continuously achieving C-Sat Top Box targets for the last 12 months
         for all regions.
• Have been consistently meeting the Average Call Length target since
         the last 12 months.
• Have Embraced the COPC principles using the Table F which is a COPC
         prescribed format for tracking of all KPI performance on the program.