24/7 Outsourced Technical Support Services

TIER 1-3 TECH SUPPORT

Increasingly complex technology can create intricate customer care issues, requiring high-touch engagement that delivers first-contact resolution. Premium service without the premium price; that is the foundation for building a culture of customer delight. There are no magic formulas; this is about getting the details right so that our teams can handle the routine interactions routinely and create “wow” experiences. Our technical support solutions take the right people with the right skills, then arm them with the right tools and put them in the right places for customer care that’s on time, every time.

Contact center agents engage in millions of interactions with customers every year. Millions of opportunities to resolve an issue, answer a question, generate a new sale, and otherwise reinforce the more than 100 client brands that we support. It can be frustrating when an agent cannot diagnose the issue or if customers are kept waiting. We find qualified people and train them on our systems and yours, ensuring they understand client business goals and how each client defines the customer experience.

Our contact center outsourcing solutions are built to deliver value based on each client’s unique needs. Whether generating revenue through presales or support, increasing CSAT and NPS, managing growth, or lowering overall support costs, our outsourced service embraces the entire life cycle of customer interactions. The foundational elements included are below.

Operational Excellence:

We sweat the small stuff, so you don't have to. For instance, a CSAT score of 85% is considered desirable, but what about the other 15%? We will dig through the data to find opportunities for continuous improvement. It may be that reaching 100% is unattainable, but not trying to get it is unacceptable. Every interaction is the most important one of the day; happy customers are also a great source of new business referrals.

Metrics, Measures, SLAs:

A business adage says that if you do not measure it, then you will not improve it. But more importantly, you have to measure what's important to your business goals. These critical points of emphasis provide insight into how your users perceive the brand, how satisfied they are with service quality, and any emerging trends. We will comb through the data that flows from each interaction; before that, though, we will work with you to ensure that our team is examining the right data, the indicators through which you define superior performance.

Closed-loop Feedback:

Our teams do not operate within a silo. If we see an issue or opportunity, we don't merely point it out; we also provide a plan of action to address problems or capitalize on openings. Clients are not accounts, they are business partners and our success stems from their success. Communication is essential for any relationship to thrive, and regular dialogue keeps us on the leading edge of the customer experience.

How Can We Help You?

Design Support Tiers and Strategy

We can help you design the right scope of support for your customers, including what you’d like to handle and how you’d like to escalate contacts through Tier I to Tier II and Tier III. Then, we work seamlessly within your scope of support to serve your customers.

Build a Technically Skilled Team

We’ve delivered tech support for 17+ years, perfecting processes for hiring and training amazing agents in that time. As a top company in a talent-rich city with 13 universities, we’re a team of nearly 100% college grads with technical degrees. And we have industry-low turnover: less than 30% per year.

Achieve Consistency and Drive Sales

Consistency is a big challenge for many companies. We solve that headache with well-honed processes to ensure every agent provides the same excellent service — within your scope. We also help you define premium support services and drive sales to them.