telecom tech support team needs more agents & intraday optimization

ShyftOff augments telecom tech support team and reduces cost by 30%

background

A large telecommunications support team partnered with ShyftOff to solve high attrition, attract and retain specialized agents, increase occupancy, optimize staffing efficiencies, and reduce cost.

Customer Challenges & Needs

This tech support team wanted a partner that could solve their challenges with high agent attrition, attracting skilled agents to support their highly-technical support issues, and staffing up seasonal peaks.

Require highly-technical and experienced agents

High call volumes during mornings and evenings, plus summer seasonality—need on-demand flexibility to scale

Expedited agent onboarding

Want an operations solution that could help combat inflation and reduce pressures of increased wages

Long-term partner to support everyday operations, surges, and dips

The Results

Reduced operational costs By 30%

Supported hard-to-staff intervals (peak hours, nights, weekends, & holidays)

Infrastructure for ongoing flex capacity

We work closely with your team for the first 3-4 weeks to setup your on-demand workforce. We understand your staffing requirements, create risk management plans, and establish metrics for success.

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why ShyftOff makes sense for complex call types

ShyftOff attracts and onboards experienced and high-performing talent

ShyftOff converts existing agent training into a self-paced learning program designed to expedite agent onboarding and improve support proficiency

All agents are required to complete extensive background checks and ensure at-home technology is compliant and passes security requirements

Only pay for productive hours with ShyftOff’s model — scale support in 30-minute shifts

US-based agents are available 24/7, even the hard-to-staff shifts

what our partner thinks

Working with ShyftOff was a positive experience for our organization.

We were in a situation that required significant additional customer support urgently, due to a project rollout. Trevor and Brett were accommodating to our needs for the call volume, and they were able to scale and train their staff for our campaign in an impressive turnaround time and schedule the needed staff for the duration of the service contract.

Throughout the service period, they were available via Slack, email, and phone, and practiced consistent communication in checking in with us on any information they needed, and whenever we had a question, they came back to us promptly.

They were great to work with and sourced quality agents.