Case study · Google Developer Outreach / Teleperformance Portugal
HelpDesk Process Optimization
Improving operational efficiency, case resolution and scalability within a developer support operation.
Target
30%
Lead-time reduction
Target reduction
35–40%
Escalation & consultation lead time
Target reduction
50%
Escalation-related cases
Constraint
98%
Quality maintained
These percentages are project targets, not claims of fully realised results.
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Context
Within Teleperformance Portugal's Developer Outreach project, an internal HelpDesk supported developers with issues around publishing apps on the Google Play Store — a complementary channel for developers who did not respond to proactive outreach.
Performance gap
The target was 2 cases per hour per agent at 98% quality. In practice productivity sat around 1.4 cases per hour.
Scope
The internal HelpDesk process — from the moment a case arrived to its handling by an agent. Developer intake and post-resolution communication were out of scope.
Capabilities demonstrated
- Process analysis
- Root cause analysis
- Operational optimization
- Stakeholder analysis
- KPI development
- Process redesign
- Change management
- Implementation planning
- Data-driven problem solving
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