Relationship Growth
- Relationship between Emerio and the client started in 2008
- Emerio was selected to manage Technical Support in Asian languages and English
- Team size grew to ~80
Snapshot of Engagement
- 40,000 calls per month
- Support through voice, email and chat
- Customer support for commercial business segment
- 24x7 support
- SLA and call volume based delivery
Portfolio of Services
- Desktop and notebook technical support
- Language support including English, Thai, Bahasa Indonesia, Mandarin and Bahasa Malaysia
Technology
- Avaya based solutions
- Proprietary service desk tools
- Proprietary support tools
Asia Pacific Coverage
Thailand, Indonesia, India, Philippines, Australia, Singapore and Malaysia
Key Success Factors
- Proven delivery methodology
- Well-defined QMS processes
- Emphasis on training
- Improved efficiency through EABC methodology
- Excellent ramp-up capabilities
- Strong senior management commitment