INTRODUCTION

Our client is a leading U.S. based provider of specialized mental healthcare services to more than 50,000+ individuals with 30,000+ employees.

CHALLENGE

As the client’s employee strength increased rapidly to over 32,000, their in-house human resources (HR) service center could not quickly respond to tickets/queries related to HR and payroll. This resulted in a backlog of unresolved tickets/queries for over 6 months. The client also faced difficulties in identifying the required talent with capability to triage and resolve open tickets. Additionally, they also did not have adequate facilities to train the resources for performing this task.

The client wanted to address the huge backlog of tickets/queries pending for over 6 months while providing effective multichannel support to their employees.