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
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
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
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
Information is key to business
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.