SEAMLESS TRANSITION OF LIVE OPERATIONS

THE CLIENT

VFS Global is the world's largest outsourcing and technology services specialist for governments and diplomatic missions worldwide. The company manages administrative and non-judgmental tasks related to visa, passport, identity management and other citizen services for its client governments enabling them to focus entirely on the critical task of assessment.

With 2430 Application Centers and operations in 129 countries across five continents, VFS Global serves the interests of 57 client governments. The company has successfully processed over 158 million applications since its inception in 2001.

THE REQUIREMENT

The customer wanted to outsource their inbound contact center, to cater to their applicants’ queries and issues, whilst maintaining the international standard of VFS Global.

THE CHALLENGE

VFS Global’s existing Contact Centre in Sylhet was putting a stress on their limited resources and not a viable solution for them.

They were looking for a reliable partner to provide world-class support without compromise.

Costing and location were also paramount in their consideration as well.

Their applicants provided queries in a diverse range of services from several countries and required immediate resolutions. So, staffing the help desk was their biggest challenge. Support Staff answering the inbound calls, emails and chats had to be:

THE SOLUTION

SuperTel rose to the challenge as always and used the vast experience we have garnered on previous experience from projects to ramp up fast. Our solution was three-pronged:

THE RESULT

The Call Center at SuperTel has been functioning for the past two years. SuperTel has been consistently meeting the strict set of SLAs set by VFS Global. There has been NO issue logged with respect to SuperTel ‘s services on this inbound project.

They were looking for a reliable partner to provide world-class support without compromise.

VFS Global is very happy with the support services from SuperTel and the tangible benefit metrics, though available, cannot be shared due to customer confidentiality issues. However, we are happy to report that VFS Global has noted the following:

The customer is delighted with SuperTel‘s services and the project is an ongoing one.