In-Bound Point of Contact: Using this approach we simply provide a single point of contact for your callers. We take the incoming call, log it and simply escalate it to your internal Tech Support Team. The call is dispersed to your in-house Technicians according to pre-selected criteria, i.e. printer support, pc support, software support etc.
Top Five Issues: Using this approach we resolve many of your in-bound Tech Support issues by addressing the top 5 issues, i.e. Logins, Passwords, Reboot, Driver Installs etc. which you identify for us. We formulate a plan with you that helps deliver quality service and resolution to most of your common issues. All other calls would be escalated to your internal Tech Support Team according to a process that you pre-define.
Full Support: Using this approach we handle every aspect of the in-bound call for Tech Support including Triage, Diagnosis, Troubleshooting and Parts Determination where feasible. We then return any unresolved issues to your Tech Support Team for resolution with a complete analysis of the attempts at resolution. Alternatively, we can also dispatch our Nationwide Network of technicians for desk-side support and resolution. You choose the level of control and depth of expertise you want us to provide for your team or your customers. Customizable support is also available. Please ask your representative for specifics and details.
Call Center Pricing Factors:
Monthly In-bound call volume Hours of Call Center Coverage Level of Service Provided
The-price-per-call will decrease as your call volume increases. The greater the number of inbound calls on a monthly basis the lower the per call basis will be. The first month’s call volume can be estimated and each following month will be billed on the previous month’s actual usage.
The hours of Call Center coverage are typically nine hours per day, five days per week (Monday – Friday). Your needs may vary. We can offer 24/7 support if that is what you require. We can customize the call center coverage times to accommodate your specific requirements. Just let us know when you need us to catch the call and we will build a solution that fits your specific needs.
The level of support to be provided will be directed by you and the needs of your team or your customers. To help you identify which of the three Basic Levels of Support would be best for you, please consider the following questions:
Software Application Support: Do you know which software applications you need support for?
Are they “Off-The-Shelf” programs or are they customized programs designed specifically for you and your company?
Hardware Triage: What types of hardware are you seeking support for? Any custom or white boxes that need support? Will you want us to dispatch our Technician if the problem can not be resolved remotely? Do you have a predetermined escalation path for your calls? Will any of the calls be warranty related?
Network Connectivity Support: Do you need desktop user connectivity support? Do you want to include printer support in the network? Do you want to include server support?
User Administration: Do you need user ids created and/or mailboxes created? Do you need help re-setting passwords? Do you need help with accessibility?
Diagnosis and Repair via Remote Control: Are you looking to provide permission-based remote access of the user’s PC? Do you want us to be able to access the PC and control the resolution remotely from our Tech Support Center?
Call Specific Requirements: What are your requests for average hold time, average time to answer and average length of call? Do you want a customer satisfaction survey conducted at the end of each month? What kind of reports do you require? How frequently do you need the reports?
Customized Levels of Service: Will you require foreign language support capabilities for your incoming calls? Would you like “roll-over” support to back-up your in-house efforts during peak times or off hours? Are you seeking support for Proprietary or Customized Software Applications? Will you require email-responses as well as in-bound telephone support? Do you require any type of Specialized Reporting? Do you require a dedicated toll free number? Do you need the calls answered with a specific Identifying script?
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