Overview
Our client provides technical support for leading fiber internet services, assisting over 1,500 rural telecommunications providers and affiliates across 48 states. They ensure that these rural internet providers have a robust, scalable support model to effectively assist their customers.
Challenge
Their tech support team faced significant challenges, including talent shortages in the US, rising wages, high absenteeism, and high attrition rates. Additionally, they struggled with staffing up during peak times in the summer months and fluctuating call volumes throughout the day.
Solution
Leveraging our network of highly qualified, US-based agents, we addressed the client's need for experienced professionals capable of handling complex technical support calls with high performance.
Implementation
In less than 60 days, we provided tangible results to our client to address their challenges.
Our AI-matching technology and priority boarding augmented their existing tech support team with high-performing, US-based agents to manage inbound complex calls.
Results
ShyftOff established a solid partnership and infrastructure for long-term success. Our model offers a strong foundation for continued collaboration between WFM, QA, training, and leadership teams.
Our self-sufficient solution provides a scalable infrastructure to support 100% staffing flexibility while saving 30% in operating costs.