A managed service provider (MSP) based in Nevada, USA, found itself grappling with high employee turnover, recruitment hurdles, and rising operational costs—all while trying to meet the growing demands of its small- to mid-sized business clients. Despite a robust internal training program, the company struggled to find and retain qualified Tier 1 and Tier 2 tech support staff within a sustainable salary range.
The collaboration led to a sweeping transformation. By leveraging SVC’s cost-effective offshore staffing solution in the Philippines, the MSP was able to deploy highly skilled, thoroughly trained tech support agents. Not only did this significantly reduce labor costs—by more than 50%—but it also enhanced scalability, allowing the company to expand its team as needed without sacrificing service quality.
From agent onboarding to managing remote monitoring and network solutions, SVC’s dedicated tech teams quickly integrated with the MSP’s operations. This seamless execution resulted in improved staff retention, elevated customer satisfaction, and a newfound ability to scale confidently.
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