2017 ICT4D Conference

The digital economy is characterized by unmet demand for trained staff and a large number of aspirants without job skills, and with no opportunities to prosper from that economy. This introduces us to the iMerit workforce where most of the employees are MAST graduates skilled by Anudip Foundation, an organization that works on training people coming from rural parts of West Bengal which remained untouched by IT. MAST had been not just about the skills training, but also an immersive approach to employer readiness. iMerit Global Service Desk is one of the modeled approach staffed with people who belong to these marginalized backgrounds getting an opportunity to work in the global market with the help of customized project trainings called Digital I-tech trainings at iMerit . We look at it as an accomplishment where we see the MAST graduates working in parallel with industry graduates & developing technically while servicing tickets on standard applications adapted globally. First Contact Resolution Metrics as well as the Customer Satisfaction Surveys have been the most important mechanisms for identification and continuous improvements in our goal to be a World Class Servicedesk one day. What we have achieved today is clear from our metrics that started with a 22-25% first contact resolution in Jan 2013 & in a year it was at a 60-61%. The Customer Satisfaction score since then had also been on a continuous increase from 90% to a 97-98% as of today. This is a dynamic process which evolves from inclusion to aspirations that finally leads to growth and enables them to carve a progressing livelihood in a digital economy.