SELLBYTEL Group: IT-Support

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	„WE WANTED TO CREATE NEW IMPULSES IN SERVICING LARGE AND INTERNATIONAL CUSTOMERS AS WELL AS WITH RESPECT TO QUALITY. IN 2008 THE CHOICE FELL ON SELLBYTEL.“ Manuela Neumeier, Manager TeleSales Germany, Microsoft „LIVINGBRANDS IS WORLDWIDE ONE OF OUR TOP 5 PARTNERS FOR INSIDE SALES AND HAS CONTINUALLY CONTRIBUTED TO CISCO’S CORPORATE GROWTH.“ Jim Blum, Managing Director, Worldwide Inside Sales for Cisco „ESPECIALLY NOTEWORTHY IS THAT THE TEAM EXCEEDS DEFINED GOALS RESPECTIVE TO ALL SERVICE PARAMETERS.“ Mr. Pfister, Head of Department of Telephony, Health Insurance, Allianz Versicherungen „ESPECIALLY REMARKABLE IS OUR SATISFACTION WITH THE TEAM’S PROCESSES AND LEARNINGS, AS WELL AS ITS POSITIVE PERFORMANCE IN TICKET RESOLUTION RATE.“ Dr. Kantsperger, Enterprise Development Division, Allianz Versicherungen "WE HAVE FOUND AN EXCELLENT PARTNER IN SELLBYTEL; ONE THAT SUPPORTS US IN THE MOST DECISIVE AREAS." Kerstin Neubauer, Specialist, Client Service, Pioneer Investment  „WE WERE ABLE TO RENDER COSTS ABOUT 15 PERCENT MORE FLEXIBLE WITHIN THE SCOPE OF THE OUTSOURCING PROJECT.“ Manuela Neumeier, Manager TeleSales Germany, Microsoft „THE COMPANY IS NOT ONLY A COMPETENT SERVICE PROVIDER, BUT ALSO A STRONG SALES PARTNER.“ Peter Draeger, Head of Sales, mydays GmbH IT-Support Challenge Solution Recruitment of service-oriented IT specialists We were engaged to develop and operate a user help desk (UHD) for a government agency. The goal was to improve customer satisfaction by meeting service benchmark levels, to ensure transparent service processes and to minimize administrative costs. This engagement ranged across a large number of different office communications applications, as well as 400 different customer specific applications. The UHD is meant to serve as the central contact point for all user questions coming from government employees. As such, it is responsible for serving over 100,000 users and systems, as well as coordinating all related support processes. On account of the large number and complexity of applications supported, high demands are continuously placed on the user help desk. And principal among them is ensuring that the UHD is able to respond despite call volumes that fluctuate up to 40% and a required second level resolution rate of 100%. Recruitment of service-oriented IT specialists RIGHTHEAD quickly recruited a team to ensure that first and second level technical customer support and processes requests were quickly and reliably met in order to guarantee high customer satisfaction. Strict selection and evaluation criteria were used to create detailed skills profiles, allowing us to fulfil the client’s high demands regarding flexibility and quality. RIGHTHEAD’s leadership also maintained close contact with the client in order to react flexibly to changing functional requirements and workload fluctuations. The benchmarks established with respect to initial availability and resolution rates were greatly exceeded. This UHD became the largest and most modern help desk in Germany. RIGHTHEAD was also able to optimize administrative costs involved in recruiting personnel and, in the process, meet the exacting standards of a coordinated, qualitatively driven human resource organization. Case studies Sales Service IT-Support Contact Enis Demir Managing Director of RIGHTHEAD GmbH Want more details? Then contact me: Tel.: +49 (0)211 - 1379-8160 Fax: +49 (0)211 - 1379-8162 Enis.Demir[@]sellbytel.de Our clients