What is the technical/customer support training process for employees?
Technical/customer support agents in India are:
Trained and motivated
Save expertise in multiple technologies
Skills in communication and etiquette
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:
Metrics and SLA oriented
Remote Diagnostic tools
Onsite and Remote
Web Support portal
What do these components lead to?
Rapid Set up
Higher Customer Satisfaction
Flexibility to expand scope
Greater operational efficiencies
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:
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