Call centres |
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| Help Desk/ Technical Support |
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| Technical support outsourcing involves transitioning the technical support function from a vendor or an OEM to a third party or an external service provider. The goal of IT Help Desks and tech support centre is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers. The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, remote IT infrastructure management services. |
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| Service – A strategic differentiator |
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| In a world of intense competition, products are often “me-too.” Outsourcing tech support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses and problem resolution mean happier customers, and that translates to healthier bottom lines. Today, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call centre systems to form a single point of contact (SPOC) for the customer. |
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| Information is key to business success |
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| From customers asking questions about new products or making complaints to tech support agents or help desk analysts resolving problems - all the information flowing into the tech support centre or help desk is highly valuable. The data can be mined to reveal trends that enable prompt business decisions. Powerful data capture and analytics tools allow real time reporting every five minutes or half an hour, keeping a company abreast with the trends in the market. Proactive management of issues is possible using the information provided in dashboards. This is business intelligence (BI) that can be acted upon in real time and is invaluable to the success of a business. |
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| Stakeholders become active participants |
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| As companies embrace powerful new technologies to optimize their business processes, they can now engage their customers, employees and partners in their core business processes as active participants. The customer is no longer passive but actively engaged in the business. The flow of information between customers and employees can be used to generate new business opportunities and proactive business management. |
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| Training |
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| Our agents undergo a rigorous selection process that matches their capabilities to the outsourcing company's business expectations. Training typically takes six weeks and develops the technical and customer service skills of the agents. Training familiarizes the tech support agents with specific product features and functions, the client's requirements and business rules, reporting systems, escalation processes, whisper coaching assistance by an experienced mentor, and more. |
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| Enabled by best-of-breed technology |
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Powerful technologies at our technical support centre include:
- Optimized internal support processes
- Workflow configuration and task automation
- Intuitive, collaborative features
- Flexibility
- Customization to the unique needs of your business
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