Point University accelerates student success with BlackBeltHelp’s after-hours IT Help Desk services
January, 2018: Point University has selected BlackBeltHelp, a leading provider of premium quality help desk products and services in the US higher education industry, for after-hours IT Help Desk services. Under this partnership, BlackBeltHelp will provide after-hours (including weekends and holidays) IT Help Desk services to Point University to help the university increase its student satisfaction rate.
BlackBeltHelp’s after-hours support to Point University will fulfil their objective of providing round-the-clock assistance to their students. BlackBeltHelp’s certified customer service agents will ensure timely resolution of the university’s end-users’ issues, resulting in better student engagement.
Under this engagement, BlackBeltHelp will use Point University’s ticketing system and provide resolution to their customers’ issues through web forms, via emails, phone calls and over chat. BlackBeltHelp will perform the following functions for Point University to optimize its users’ experience:
» Immediate resolution of end users’ queries related to IT
» After-hours support including weekends and holidays
» Escalation of issues to on-site technicians in case they remain unresolved
» Best services at unbeaten prices
Service Level Agreements include:
- Phone Average Speed to Answer: 60 Seconds on a per month basis >= 80%
- Email and Ticket Average Speed to Answer: < 2 hours on a per-month basis
- Chat Average Speed to Answer: < 3 minutes on a per month basis
- First Call Resolution: > 80%
“With ever growing technological advances, it becomes critical for service providers to exceed end users’ expectations to be indispensable. That’s why, we, at BlackBeltHelp tailor our services according to our clients’ needs and make them cost effective. We look forward to this collaboration with Point University to help them achieve their student success targets.” Ron Bhalla, CEO, BlackBeltHelp