Multilingual 1st level support

How we built a multilingual call center

Task

Our challenge

Establishment of a German- and English-speaking 1st level support with the long-term goal of an immediate solution rate of 80%.

In detail

Our success story

wescaleIT AG was commissioned to establish 1st level support with low to medium technical skills. For this purpose, a call center was set up in the offshore area, controlled by the container, including German and English-speaking consultants, which is operated by wescaleIT. In the long term, this call center is to be transferred into the hands of our customer. We have followed the shift-left approach from the very beginning. This means that as many tasks as possible are shifted from the right (3rd level support) to the left (1st level support). This is made possible by an empirical analysis of all tickets and calls received, as well as a series of best-practice measures as part of the documentation of the solution approaches. In the long run, a win-win situation is assumed. The very high 2nd and 3rd level support costs are gradually reduced, and the more cost-effective 1st level container, which absorbs the tasks, grows accordingly.

About wescaleIT

wescaleIT AG is an IT full service provider specializing in the planning and implementation of demanding IT and technology projects. We focus on the wishes, needs and hardships of our customers, with an additional focus on optimizing their economic success.

The digitalization of global resources, in combination with our PaPCore┬ę system and our unique wealth of experience in the global IT environment, make us an unbeatable partner for your business.
This novel concept enables us to offer you the possibility to master the challenges of digital transformation in a transparent, scalable and high-margin way. Whether it’s employee leasing, ensuring delivery capability, a shortage of skilled workers or demographic change – we have solutions.

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