Contact Center Case Study MSP Help Desk Experience - Telmac Group

Mid Size MSP Improves Help Desk Experience

Profile

Mid-Size MSP
High Organic Growth
~100 Contact Center Agents
600 Total Employees

Challenges

Poor VAR Relationship
Single channel global contact center strategy
High Comparative Cost

Added Omni-Channel Capabilities

Added WFM and Gamification Toolsets

Increased agent productivity
Easier for clients to engage Help Desk
Improved analytics and reporting

Overall Cost Reduction

27% Annual Savings

Annual Savings

$120K OPEX Reduction

Iterated a Voice-only platform into a feature-rich Omni-Channel

Reduced overall contact center cost by over 27%

Our WIN/WIN Agreements include flexible terms that work within our client’s budgeting and logistical objectives.