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Have you ever called the tech support hotline expecting a resolution to your technical issue, only to end up getting nothing at all? There are even instances where customers speak to agents who are not competent in addressing technical problems. This is not the kind of service that customers deserve. This is why a call center that provides outsourced technical support that excel has become valuable. Whenever customers call the tech support hotline, they deserve to have their technical issues resolved before the call ends.
Three Tiers in a Technical Support Call Center
Tier 1: This is where the technical support experts handle the typical technical issues of the customers. These technical issues usually have immediate solutions available.
Tier 2: Technical support experts handle more complex technical issues here. The complicated nature of these technical issues means that an immediate fix is not possible. The technical support experts will typically raise a ticket and require additional time to resolve the technical issues under Tier 2.
Tier 3: This is where the technical support experts handle the most complex technical issues. Fixing these technical issues is time-consuming, and therefore, a team is usually assigned to focus on finding solutions.
Essential Aspects of a Great Technical Support Call Center
- Key Performance Indicators (KPIs): A great technical support call center always has KPIs that it strictly monitors to ensure that everyone is aligned. Some of the usual KPIs include efficiency, quality, and customer satisfaction. This means that a great technical support call center is always highly efficient, offers high-quality services, and has satisfied customers.
- Constant Auditing: A great technical support call center undergoes continuous auditing. This means that there are quality analysts whose job is to listen to calls regularly. These quality analysts will then evaluate whether the technical experts were able to handle the technical issues of the callers properly.
- Flexibility: A top-notch technical support call center provides a diverse range of services to customers. For example, customers should have access to basic troubleshooting resources when they encounter technical issues. Aside from this, customers should also be able to get assistance whenever they are having problems connecting to their Internet.
The Bottom Line
Companies must have a tech support department if they want to succeed in the long run. This is because when technical issues arise, companies should have technical experts who can fix these issues for them. However, if companies cannot establish their own in-house technical support department, the next best option is to consider outsourcing this function to a dependable BPO company. Companies must ensure that the BPO company has a proven track record of success in providing technical support.
Why Magellan Solutions is the Right Choice
- Proven Expertise: We have technical experts with extensive knowledge, skills, and experience in resolving complex technical issues. These experts also undergo continuous training to hone their knowledge and skills continually. They are constantly updated with the latest technical developments, which keeps them sharp.
- Omnichannel Options: At Magellan Solutions, we provide our customers with multiple options for communication channels. We have our call center, but our customers can also contact us through live chat and email support. Thus, our customers should have an easier time contacting us should any technical issues arise.
- Impressive BPO Credentials: The company has at least 17 years of experience in providing top-notch outsourced solutions to SMEs and large global enterprises. There is no doubt that Magellan Solutions has already proven itself as a capable outsourcing partner.
Want to Know More?
Visit Magellan-Solutions.com to learn more about our tech support call center services that excel. You can also contact us now and receive a complimentary 60-minute consultation.
