Bobcares works as an efficient operations team that takes care of all aspects in relation to web hosting operations and support. This helps web hosts put laser-sharp focus on improving their core business. Today we’ll take a look at how Bobcares helped a large web host bring down call hold times and resolution, which were affected by staffing issues.

Mobilus Inc. setup their support center in the same city where they hosted their servers. While the access to world class facilities and connectivity was great, experienced techs were hard to come by.

Over time, they found it difficult to find support techs fast enough to replace those who were leaving. This strained the team’s capacity, and led to poorly trained staff taking a long time resolve issues. Mobilus wanted Bobcares to:

1. Reduce call hold times. Long delays in issue resolution and lack of adequate staff strength was causing callers to spend close to 2 minutes average on hold. Bobcares set a target of 30 seconds which was the industry average for large operations.

2. Fix issues fast. The rush in getting in new staff was causing techs to learn on the job, and this resulted in calls going to even 30 minutes to get resolved. It resulted in a lot of angry customers, and poor ratings. Bobcares analyzed the support issues, and agreed to reduce resolution time to 5 minutes average.

3. Maintain consistently high support quality. Differences in staff capability was leading to inconsistent support quality. We laid out a detailed plan that showed how support delivery and quality assurance can be managed by Bobcares so that each caller receives world-class support.