The Challenge
Help client manage high-performing help desk with expectations for maintaining best-in-class service levels. Create a learning environment where help desk associates continually build skills, grow their careers, and add value to the organization. Client holds customer satisfaction and service quality above other metrics.
TRC’s Approach
Staff and manage an average of 50 fully integrated tier 1, 2 and 3 help desk associates, implement a learning management system and ongoing HR programs to drive continued growth. Develop a talent engine designed to attract and retain the best available talent in the market while balancing the client’s need for cost containment.
The Results
Client Service Levels are at or above targets since TRC implemented and integrated 3 new programs. Employee job satisfaction and tenure are both at historically high levels.
- TRC handles talent acquisition and development for all help desk associates
- Annual hard dollar cost savings in excess of 1 million dollars
- Eliminate client’s management time focused on non-exempt workforce issues, allowing them to focus on more strategic issues
- Average 50 help desk associates
