Our Call Center Training Process

What is the technical/customer support training process for employees?

Technical/customer support agents in India are:

• Certified
• Experienced
• Trained and motivated
• Save expertise in multiple technologies
• Skills in communication and etiquette
• Customer friendly

There is a technical/customer support training process that all agents go through which covers the various aspects of providing solutions.

• The technical /customer support training process starts with customer care & etiquette, language and accent, and technical knowledge (Generic & Client Specific).
• The next level encompasses effective communication and team building skills.
• Only after this training is completed can the agent begin the customer support process.

What is the technical/customer support process?

The staffing model at technical /customer support centers is based on the process a query has to go through.

• At the first level, the minimum eligibility for agents is a college education. At this level voice training and/or experience is necessary.
  
• The second level has senior contact engineers. Internal voice training and two years of work experience are compulsory. These agents handle entry level calls.
  
• The third level is comprised of team leads who must have at least 4 years of relevant work experience and be 3rd party certified professionals. Calls that need to be sent to the 1st level of escalation are handled by them.
  
• At the highest level comprises Support Manager. They handle calls which reach the 2nd level of escalation. Support Managers require at least 6 years of relevant work experience and must be 3rd party certified professionals.

What is the Technical /Customer Help Desk Model?

The technical/customer help desk model is designed to provide support through various channels.

• Technical Support - support and customer care services delivered through voice.
• Integrated Delivery - Through a toll free number, chat, or e mail. Remote technical support and customer care services delivered through the Internet/Intranet (LAN)
• Knowledge - Searchable databases, FAQs, etc

Additional features of this model are:

Process

• Mature process
• Customer ownership
• Metrics and SLA oriented
• Periodic Audits
• ISO process

Transaction

• Integrated
• Email/Voice/Chat
• Personalized
• Remote Diagnostic tools
• Onsite and Remote
• Web Support portal

Knowledge

• Customer Information
• Product information
• Knowledge creation
• Searchable Database
• FAQ's
• Agent

What do these components lead to?

• Rapid Set up
• Scalability
• High Quality
• Predictability
• Higher Customer Satisfaction
• Flexibility to expand scope
• Greater operational efficiencies
• Cost savings

Other features to ensure a seamless process:

• Created in Customer's look and feel
• Personalized page for every user
• All channels of support are accessible
• Provides user with complete contact information to reach Support
• Provides user with case history of previous cases

More user friendly features:

• Web-based
• Username and password is given to client
• Client can login anytime, and view data
• Updating of reports is almost simultaneous and defined by the customer.
• Reports can be viewed across different time intervals (Daily/ Monthly/Date Duration)
• Feedback is updated on a regular basis
• Allows a drill-down to individual case-transcripts

What infrastructure support does an Indian inbound call center offer?

• Support centre which operates 24x7
• Automatic call distributor
• Handset connected to all digital ports for superior voice quality
• Facsimile devices connected to all analog devices
• Fully functioning 1024 kbps IPLC connection terminating at the US with redundant parts.
• Nortel IVR platform (integration and hosting)
• Comprehensive Nortel eCRM tool
• Voice comprehension technology
• Technology for remote multiplex management
• Interactive training rooms and simulation labs
• Highly reliable desktops by global giants like Dell and IBM
• Redundancy Provided at every point of failure
• LAN based on advanced technology, firewall and secure VPN for remote access. All these are sufficiently backed by backend support agreement
• 100% UPS and full generator back up power redundancy
• Complete disaster recovery procedure in place
• CCTV and entry restriction at all points via swipe cards
• Facility for discrete client quality monitoring

Contact Outsource2india now.

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Outsourcing to India: Discover Why India is an ideal place to outsource to, Read more on Why Outsourcing has become necessary and find out more on what services can be outsourced to India.