contacto@valce.com.mx
When a global company needed to scale its IT support operations to keep up with growing customer demands, they turned to Valce Talent Solutions to build a fully operational IT Center—from zero to 40 agents in just six months.
Challenge:
The client needed to launch a high-performance IT support center capable of handling large call volumes, while ensuring security, quality, and operational efficiency. Speed and scalability were non-negotiable.
Our Approach:
Valce designed a step-by-step scaling plan, starting with recruitment and infrastructure setup in September 2023. We appointed key leaders in HR, IT, and operations to manage the process.
By October, we had installed all IT infrastructure, secured networks, and hired the first batch of 10 agents. We implemented data security measures and compliance protocols to meet industry standards.
Over the next four months, we scaled the team in batches, onboarding new agents each month while running simulation tests, live monitoring, and feedback sessions to ensure continuous improvement.
By February 2024, we had built a 40-agent IT Center, fully trained and operational, ready to meet the client’s customer support and technical service demands.
The Outcome:
-
40 fully operational agents onboarded in 6 months.
-
Continuous performance analysis to improve service quality.
-
Scalable model ready for future expansion based on business growth.
Valce didn’t just help this client fill seats—we built a scalable, secure, and high-performing IT Center that now serves as a critical part of their customer operations.
Looking to scale your IT or Support operations?
Let’s talk about how we can build a tailored solution for you.
#NearshorePower #ScalingSmart #ValceView #LatAmTechForce #BeyondOffshore