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Call Center Services Case Study

Corporation for National & Community Service

ITCON has been a leader in the development and implementation of a top-notch Help Desk solution that provides high quality customer service, technical skill, and quality assurance in a fast-paced environment. The highly-rated Help Desk relies on intimate knowledge of the customer’s business operations, applications, and systems to provide effective and efficient incident and problem management capabilities.

The Help Desk’s extensively-trained staff members handle a broad range of problems with the ultimate goal of minimizing service and system disruptions across multiple channels, processes, and technologies. The use of meticulous reporting tools furthermore allows for the close tracking of systems and operations, providing metrics to guide system adjustments and enhancements as business policies and processes evolve. ITCON’s exceptional call center services have received a 91.9 percent satisfaction rating from users, and have repeatedly surpassed Help Desk Service Level Agreement (SLA) metrics.

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