Needed a partner to handle all of the incoming support tickets from start to close. This meant talking to a customer to discover the issue, get their availability, coordinate with a technician. In addition some products would have insurance. Everything needed to be tracked. In addition to this the customer would have annual SALE where the ticket volumes during that month long period magnifies by a factor of 4-5 times the normal range.

Intellekt built a large team with a structure with over 200 associates with a focused team structure and escalation matrix. The broad team allocation was between voice and non-voice support. Each support piece having a defined process to ensure efficiency and accuracy.

During their Planned Annual Peak Volume for the special ‘SALE’ program like the Black Friday we managed 5x the normal volume. Last year we handled 3M+ calls with 0 escalation at an accuracy of 99% . Until now over 72.4 million transactions were handled!