Remove 2011 Remove Banking Remove Service level Remove Technical Support
article thumbnail

Evolution of the support rep: from outsourced to in-office

Kayako

Specifically, ever since the introduction of fibre optic cabling, a new kind of support system evolved: the outsourced helpdesk (most notably in the healthcare, financial and banking sectors). For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.