WDS Mentor

Today, poor customer service performance is regularly cited and recognized as a major driver behind end-user dissatisfaction. In today's complex mobile support arena a new breed of skilled contact center agent is required if the technical support requirements of the mobile end-user are to be met.

Even for IT-skilled recruits, the mobile learning curve is often steep and the associated training, recruitment and salary costs can prove prohibitive in a cost constrained department. Furthermore, increased productivity demands on staff can quickly lead to despondency, resulting in undesirable attrition rates, as newly recruited staff depart to follow career opportunities afforded through their newfound expertise.

At first glance, the balancing act of operational cost efficiency, attrition management and comprehensive support provision may seem like a contradictory ideal. However, WDSGlobal understands that customer service excellence can be delivered without damaging profitability.

As pioneers in specialist data support provision, our best practices have been refined over a decade of industry service, and are optimized for delivering a consummate blend of performance, integrity and productivity. Today, WDSGlobal operates knowledge and skils-rich contact center environments across four continents, with an attrition rate 16 percent below the industry average.

The accrued knowledge, expertise and practices that underpin WDSGlobal's support achievements are now available to the mobile industry through WDS Mentor. Through the on-site deployment of our expert consultant engineers, WDS Mentor provides a fast-track approach to contact center staff development. Using live support calls or historical call records to develop personal improvement plans our 'mentors' are immersed within your support environment, where they provide direct coaching and support to customer service agents involved in the handling of complex data support queries.

WDS Mentor fast-tracks IT-skilled recruits into becoming active, proficient mobile technical support agents. Our services can also be leveraged for the transferal of critical knowledge and problem solving expertise at times of increased service level strain; such as a support level 'spike' following a new product or service introduction. Services can even be deployed within retail environments to assist new staff with the understanding of device capabilities, technologies and mobile data solutions.

If you would like to contact us about any of our products, solutions, and services then please contact us using our online contact form.

This page was last updated on Wednesday, November 7, 2007.