Contact Centre Development for CYBERNET Helpdesk

CYBERNET is a subsidiary of Lakson Group of Companies and sister company to Sybrid Pvt. Ltd. Since its inception in March 1997, CYBERNET has extended its operations to more than 58 major cities of Pakistan; marking one milestone after another in its journey of excellence.

With the extensive operations spread nationwide and a customer base of more than 2.6 million consumer clients and more than 2000 corporate clients nationwide, CYBERNET needed a centralized local to serve as first point of contact for its valued customer support; hence Sybrid inaugurated its call center for Cybernet’s customer support in 2008.

With remarkable improvement achieved in on-call support, Cybernet later outsourced its field support operations to Sybrid Pvt. Ltd.

Overall Customer Satisfaction	Increased from 78% to 96%
First Call Resolution (FCR)	Increased from 23% to 88%
Complaint Ratio (Call)	Reduced from 17% to 1.5%
Call Quality	Increased from 70% to 93%
Fatal Error (Call)	Reduced from 0.47% to 0.15%
Non-Fatal Error (Call)	Reduced from 10.2% to 4.5%
First Contact Resolution (Field)	Increased from 38% to 94%
Complaint Ratio (Field)	Reduced from 25% to 2%
Overall Level 1, 2, 3 Efficiency	Increased from 70% to 95%
Overall Level 1, 2, 3 Staff Turnover	Reduced from 6.7% to 1.5%