IT Sector

Technical Support 24 by 7

With Call Management as your Technical Support Contact Centre provider, you can reduce operating costs and deliver a 24 by 7 support service for your customers on a worldwide basis.

Our team delivers 24 by 7 Telephone Answering Services for a large number of companies including government bodies, software, telecoms providers, engineering companies and the pharmaceutical sector.

We offer Multi-tiered 24 by 7 technical support for technology products such as mobile phones, televisions, computers, software products or other electronic and mechanical goods.

 

Set up process

We tailor make our services to our clients’ requirements. Your account will be highly customized and you will be assigned a key account manager to deal with all day to day updates & staff training.

 

Initially, we will formulate and design a procedure in collaboration with you to identify enquiries to be escalated to tier 2 & 3 and your in-house team. The key elements will be to establish the first call resolution procedure and design the escalation process. This protocol will be reviewed on an on-going basis to match the growth of your company and to provide scalable solutions.

 

Tier/Level 1 (T1/L1)

Call Management Tier 1 Technical Support is the initial support level responsible for basic customer issues.  Our first-line support agents will focus on 1st call resolution by gathering the customer’s information and determining the customer’s issue. Once identification of the underlying problem is established, our team will initiate a resolution process with reference to your procedural document.


1st Call Resolution

Our team of Technical support specialists in Tier 1 will handle all routine queries on a first call resolution basis. If our agents are unable resolve the issue the call will be escalated to your on call team.

Our team can perform administrative and support tasks such as resolving username and password problems, troubleshooting by uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance in navigating around application menus.

Our goal is to resolve all issues immediately and when it is not possible we will escalate to your team with as much information given to the engineer as possible.

Escalation Process to Tier 2/3 or in-house team

We will follow specific protocols as outlined by you in order to provide the best available service to all callers. Our L1 support will escalate to 2nd or 3rd tier or your in-house support team as instructed by you.

 

All Customer information gathered by Tier 1 will be automatically available to your escalation team. We will escalate by text, e-mail or phone as previously agreed.

Every interaction will be recorded for quality and auditing purposes with all transactions executed in line with our ISO Accreditation.

 

External software systems and CRM

Call Management can raise all customer support tickets through your web portal to avoid duplication and to integrate our service with in-house solutions.

We have access to external software and CRM system from numerous clients within the Health, E-Business  and IT Sector.

Quality Guaranteed

  • All our calls are recorded for quality and training purposes.
  • We are ISO 9001 accredited – The International Quality Management Standard accreditation
  • Our team has been awarded with the “Excellence Through People” certification
  • We are committed to fulfil all Data Protection laws