mindWireless Employee Care/Help Desk Logs One Millionth Call
Austin, TX July 25, 2018: mindWireless achieved a milestone in June when it logged the one millionth wireless help desk inquiry from one of its largest clients, The Coca Cola Company. Seasoned Employee Care Representative (ESR) Sarah B, who is part of a dedicated team supporting mobile device service issues for the thousands of Coca Cola end-users, took the call.
“Our early inquiries were primarily regarding procurement and service activation,” said Keith Clark Operations Director. “The inquiries have become more complex with a dramatic increase in volume due to our client’s demands. In addition to providing wireless help desk support, we now offer management of wireless inventory, kitting and staging of wireless hardware, and we often are the administrators of our client’s mobile device management (MDM) tools. “
The key to mindWireless’s employee care/help desk client satisfaction says Clark, “We make it a point to own the communication between our clients’ employees, any third-party supplier, and mindWireless. Our help desk is a one stop-shop for mobile support, eliminating the need for a client’s employees to directly interact with the wireless carriers and/or device vendors.
Founded in 2000, mindWireless initiated its full-service outsourced wireless employee care/help desk in 2006 with an average inquiry rate of about 100 inquiries per day. Now, 12 years later the contact center, both in ESRs and volume of inquiries, is significantly larger and split between Austin and Houston, offering employee care/help desk availability daily and holidays, 24 X 7.
mindWireless helps Fortune 1000 companies manage wireless devices and usage through technology and outsourcing solutions. Founded in 2000, mindWireless solutions address the complete lifecycle of enterprise wireless management including procurement, help desk, invoice management, inventory, rate plan optimization and bill payment. To learn more about mindWireless and the services they offer, visit www.mindwireless.com.