PMC have started a transition of Help Desk Services from their partner driven solution to an internally delivered desk. Services are provided from their UK, Abingdon and India, Baroda locations.
In-sourcing of these services has been executed in order to support our continued growth in the store managed services arena. Having total control over the end to end support process will allow us to further enhance the quality and breadth of services we can offer.
To date four customers have been transitioned over in advance of peak. The remaining customers will transition over after peak with all customers expected to be transitioned in by the end of March 2019.
Early delivery has exceeded initial expectations with an improvement already in speed of answer, call abandonment and first-time fix rates. An increase in end of call satisfaction survey samples has been implemented and customer feedback is excellent.
The service implementation was planned with military precision and staff recruitment was delivered long before service commencement to allow detailed training prior to service go-live.
James Bartholomew, Help Desk Team Leader, who was instrumental in building the service, including technical infrastructure, recruiting and staff training, stated ‘I am proud to have been selected to help drive the implementation of this important service for PMC. This was a big team effort over many months to deliver a multi-lingual, high quality Help Desk that is deeply integrated with our 2nd to 3rd line technical support services. Early quality is very good, and we are getting very positive feedback from the clients that have moved across.’
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