Case Study: The global leader in Augmented Identity

Our business provides an online identity verification service for the UK public who wish to access UK government website services.

First Call Help Desk currently provide us with an outsourced multi-channel help desk solution. Our users can contact the help desk in instances where they require support verifying their identity.

On average, they manage 1600 contacts into the helpdesk. These contacts are split between telephony, online chat and web form contacts.

The helpdesk provides support between 8am to 10pm Monday to Friday and 8am until 5pm on weekends. During our busiest period in January, Jane and the team were flexible in changing the hours of support to maximize the support given to our users. Including uplifting of additional resource to cover this period.

We have been working with First Call Helpdesk since October 2017 and have successfully achieved our two KPI’s (telephony & chat) each month.

Historically we have had two other providers of our helpdesk function both of which did not provide the level of service that we desired. First Call however have done and the quality of service that has been provided by the team has improved compared to what we had
previously, as has the end user satisfaction when contacting our help desk.

The service offered by First Call Helpdesk is high value at a competitive cost and are a good choice for any business looking for a dynamic and professional team to supply their helpdesk function.

Matt H
Service Delivery Manager