Technial Support Center

Technical support outsourcing has long since evolved from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk. Alpha has proven its capabilities in strategic call center voice and non-voice technical support outsourcing, both onsite and offshore.

 

From IT Help Desk to Integrated Service Desk
Technical support outsourcing involves transitioning the voice or non-voice 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 centers is to provide product information, product use information, and technical assistance on web sites that are accessible 12 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.

IT Help Desks at traditional call centers in India have been transformed into modern customer information centers or contact centers. The role of technical support has expanded to include telesales – both pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, call center technical support, remote IT infrastructure management services.

Customer interaction centers are proving their mettle with first level to high-end tech support (Tier-I, II and III tech support) delivered by highly qualified and experienced engineers, across various communication channels including VoIP, telephone, email, web and chat.

From cost centers to profit generators
Marking the change from cost centers into profit generators and guardians of customer loyalty, these highly evolved technical support centers have moved out of the background of the customer support function and into the limelight as valuable aids to a company's marketing wing. They are employing a host of new technologies to support pre-sales and post-sales technical support services.

Information is key to business success
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 center 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. This is business intelligence (BI) that can be acted on in real time and is invaluable to the success of a business.

12 hour help desk centers in India: Staffed with qualified engineers

Helpdesk support personnel at Alpha contact centers are well-qualified engineers with technical knowledge and hands-on experience in customer handling. They 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. The intensive technical support training process familiarizes helpdesk personnel 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.

 

     Copyright 2014 © Alpha Customer Care Private Limited

 Want an Instant Solution Call Alpha +919845003607