At Prometheas technical support centers, 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. Prometheas has proven its capabilities in strategic call center voice and non-voice technical support outsourcing, both onsite and offshore.
Evolving from simple call handling to business process reengineering, Prometheas is building global contact centers for offshore Technical Support Services – with the technology and people skills to keep pace with this change. Global industry majors are outsourcing technical support to India, not just for cutting costs, but for transforming their business processes and providing strategic business value.
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 24 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 (CICs) 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.
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Customer interaction centers in India 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.
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.
In a world of intense competition, products are often "me-too." Outsourcing technical support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses, and problem resolution means happier customers, and that translates to healthier bottom lines.
Today, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call center systems to form a single point of contact (SPOC) for the customer. Here's where technical support can create a strategic advantage for your product.
IT helpdesks in India cover the entire spectrum of superior technical support services that helps your product stay ahead of the competition.
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.
As companies embrace powerful new technologies to optimize their business processes, they can nowengage their customers, employees and partners in their core business processes as active participants. The customer is no longer passive but actively engaged in the business. The flow of information between customers and employees can be used to generate new business opportunities and proactive business management.
Helpdesk support personnel at India 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.
Global majors have not only dramatically reduced costs but have improved the quality of their services by outsourcing tech support to India. They have shown their confidence in the capabilities of Indian service providers with year-on-year repeat contracts. Prometheas offers you superior technical support servcies with world-class helpdesk infrastructure, reliable telecommunication, quality and process maturity, voice support skills, and qualified engineers with technical and customer support skills. Outsourcing is a mature industry in India and Indian vendors have the experience of working with global companies over several years following global best practices and delivering to high levels of quality.