ICOMM is a full service Business Process Outsourcing (BPO) company providing a broad range of BPO solutions supported by our multilingual culture, Our work friendly eviroment promotes personal and professional growth keeping our employees engaged and motivated, maintaining a positive edge which is reflected in every interaction Whatever is the nature of your business we offer workable and customizable services that will allow you to focus on your core scope while your customers are being pampered.
Technical support can be defined as assistance for customers that are experiencing technical problems with electronic devices. A technical support team is a group of individuals that are familiar with the specific details of a device. With this knowledge, they are able to resolve most problems that a user experiences.
Information on how to reach technical support is usually provided with the packaged materials included with a device. Technical support may be provided over the phone, through email, or with a live chat interface.
The process usually consists of three tiers (I II and III). A tier 1 technical support team can he housed in a call centre to save you money, time and space while giving your company a comprehensive technical support channel.
The calls received in tier one includes many end-user technical requirements encompassing a range of queries.
T2 are smaller teams, which have extensive technological savvy about the supported products, but equally importantly they have a deep understanding of the inter- and intra-company processes, which involve the technical resolutions (i.e. the advanced troubleshooting). They assume the responsibility of troubleshooting the most challenging cases by employing all necessary protocols activating the appropriate communication channels. They educate the T1 Agents on the technical solution (or its progressive status), who in turn advise the end-customer. They can be part of the Client Personnel or the BPOs, depending on the agreement. T3 are the Subject Matter Experts (SMEs) and responsible for tackling issues of highly complex systems, usually at the back end of large system network architectures. They also form the team of the Networks Operations Centers (NOCs). Most often they are an organic part of the Client Personnel, but occasionally they may be employed by the BPO.
First and foremost it is a big money saver. Secondly, call centre agents are extremely customer centric. They can greatly decrease the volume of calls dealt with each day due to the fact that the agents are extremely educated when it comes to first call resolution, conflict resolution and etiquette over the phone.
Your company may have a policy where the call must be resolved in a maximum of 15 minutes, at which point it must be escalated or ended. The agents who work in call centres are well used to this kind of pressure due to the ISO and internal standards of the centre regarding average handling time etc.
Call centres are extremely tech savvy when it comes to hardware and software, as they’re used on a daily basis. The agents are also adaptable to unique situations through years of customer interactions. Escalating calls to the tier 2 presents no concern, since every company a call center collaborates with would welcome some sort of escalation occasionally, for the sake of collecting feedback to enhance the product. All Customer information gathered by Tier 1 is automatically available to the escalation team.
Product Knowledge
When a call centre takes on a new client they immediately immerse the designated team in the specifications of the product. This may involve training or a trial period of monitoring. Call centres are adept at working from a script of your choosing and will follow the certain processes and procedures set out by your company. The constant usage of CRM makes every call centre agent comfortable with using databases and storing information also.
Call centres offer a number of advantages that improve your service. One such advantage is that they can raise all customer support tickets through your web portal to avoid duplication and to integrate our service with in-house solutions
