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Call Center Training Process at Outsource2india

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 Services - support and customer care services delivered through voice.
  • Integrated Delivery - Through a toll free number, chat, or e mail. Remote technical support services 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
  • FAQs
  • 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 center 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 to outsource your customer support process.

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