Outsourcing

Global Con for a Global Lea sumer Technical Support Services der in Connectivity Solutions

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Executive Summary

The client is a US-based global reader in connectivity solution aimed at the customer market. The client needed to provide customers with technical support for a distinctive and wide-ranging line of products. The client was challenged by the high cost of in-house technical support operations and inconsistent quality of service as it lacked expertise in technical support delivery management, knowledge engineering and expertise in continuous improvement. Microland entered into a partnership model with the client and under this arrangement Microland set up the technical support operations for the client. Microland, with it's expertise in Outsourced, Offshore Technical Support delivery, developed comprehensive training materials, a knowledge base and a robust technical support framework.

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