Thursday, August 28, 2008

Outsourcing Technical Support

Technical support (also tech support) is a range of services providing assistance with technology products such as mobile phones, televisions, computers, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.

Most companies offer technical support for the products they sell, either freely available or for a fee. Technical support Australia may be delivered over the telephone or via various online media such as e-mail or a Web site. Larger organizations frequently have internal technical support available to their staff for computer related problem. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services

Technical support centers can be certified to help ensure a particular business is maintaining a high level of information technology service and support standards. Of the certifications available for support centers and technicians, there are two internationally recognized certifications geared specifically towards support centers as a whole – The Help Desk Institute (HDI) Support Center Certification and the Service Strategies Service Capability and Performance (SCP) Standards. Both certifications were developed by experts and organizations from around the world and both were developed under the premise of enhancing the quality of customer service and support.

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.

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Monday, August 25, 2008

Your Business Short of Good Technical Support?

Tele performance provides technical support Australia domestic markets, with world leading onshore and offshore solutions, supporting over world wide n/w.

Technical support includes customer care/service, service inquiries, basic troubleshooting and help. For many clients’ customers, Teleperformance agents are the first contact and interaction they have with the organization directly.

It is imperative that the customer experience is a positive experience that helps meet the various support needs of your customers in terms of resources (services and support) available to them in addition to the timely and courteous support of their purchased device/s.

Teleperformance’s Solutions:

Effective technical support Australia is therefore a major tool of customer care and can bring you a decisive competitive advantage. Our teams of qualified experts have the skills required to understand your technological issues and provide you with technical support functions, bringing together two different services:

  • Technical Assistance - Level 1 and Level 2 provides consumers with answers to easy technical questions. These services can be delivered in all our contact centers.

  • Technical Assistance - Level 3 is provided by our experts, such as TechCity Solutions in Europe. Specialists in their field, technicians can answer to your clients with a complete technical knowledge of your products. Whether graduates of renowned universities or self-taught, technicians are selected and trained in the company’s operational methods. They use their customer relationship and user listening skills to provide the best diagnosis possible. By a precise knowledge management policy based on continuous sharing and enriching of information, the agents achieve a high first-call issue resolution rate. The three key actions in client relationship management (understand, solve and validate) are continuously measured on the field to achieve customer satisfaction.

  • Help-Desk - By increasing user satisfaction, the Help Desk allows our clients to improve their productivity while their information systems increase in performance. The Help-Desk has become essential, having based its success on the concept of one single entry point for all users.

Our aim is to solve users’ problems on the first contact, whether related to the use of office equipment or business applications.

Our teams personalize their responses according to the various levels of requests and expertise of employees.

The workflow associated with the treatment of each incident is traceable and can be consulted remotely by the client’s IT management including escalation management, real-time automatic warnings, reminder procedures and customized management activity reporting.

Our capabilities span the delivery mediums of:

  • Voice – inbound and outbound live agent capabilities, technology, and infrastructure from any of our facility locations domestic and offshore.
  • Email & Chat – alternative delivery mediums provided through our Instant Service tool suite
  • IVR – Complete end-to-end Interactive Voice Response technology and capabilities that can be customized specific to program requirements
  • Back Office – facilities, technology, and infrastructure to handle back office processing, data entry, mail processing, accounts receivables/payables

Benefits to our Clients

Teleperformance places at your disposal:

  • The codification of knowledge and processes to ensure a truly relevant and reactive response: diagnosis > problem resolution > measurement of satisfaction
  • Complimentarily of all customer contact channels
  • The best combination of "human" (handling of queries by technicians) and "automated" (IVR, FAQ, etc.) solutions.
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