MITA Call Centre & Service Desk

Prior to the outsourcing of the first line of support, the team was struggling to find the right balance between consistently providing the expected level of support while in parallel investing in our people to remain aligned with the latest technologies.

As part of the outsourcing preliminary analysis, it was noted that approximately fifty percent of the daily incoming calls can be processed by non-technical trained personnel. These calls, which are usually serviced in less than five minutes are mainly related to queries or basic assistance and the steps required to address these calls can be documented in a format of Frequently Asked Questions (FAQs).

In view of these results it was agreed that our partner’s main role is to handle all incoming calls and aid on non-technical matters while transferring calls to the MITA Service Desk when technical support is required. In each case a ticket is logged within the MITA’s Service Management System and processed as per defined procedures. In the event where technical assistance must be invoked, the phone call is transferred to the MITA Service Desk for technical support and follow up. The overall service provided is closely monitored by established metrics and quality related checks are carried out regularly. These exercises allow us to identify related process improvements. 

This initiative made way for MITA trained agents to support more complex issues. To reach this goal, specific training has been identified and planned so the team is transformed from a Call Centre to a Service Desk. This transformation has led to a higher resolution of the total reported issues without the need to involve MITA Technical third liners or Project teams. Moreover, the amount of abandoned calls has decreased while the number of calls answered in the first 60 seconds has increased drastically. Another benefit is that other specialised MITA internal teams have gained more time on their hands to focus in the development and improvements of services under their responsibility. 

To note that the transition and training period was very challenging since we had to align ourselves with COVID-19 directives and hence all training had to be delivered remotely.

While the results in the level of service provided is promising, we acknowledge that opportunities for improvement are always present and we always strive to give value to all the feedback provided by our customers.