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Contact Center
 Technical Support Training Process for Contact Centers
The world business is choosing Contact Center concept to provide offshore technical support with high quality standards. In general, Strategic Contact Center technical support consist of onsite technical support, network technical support, product and application support, pre- and post-sales technical support and IT helpdesk models. The technical support set of issues requires deep technical knowledge combined with well performed communication skills.
Contact Centers includes high-quality technical support agents, which are:
- Certified technicians and engineers
- Experts in numerous technologies
- Articulate and customer friendly
- Efficient in technical skills and etiquette
- Well motivated
The technical support training process in frames of Contact Center concept
Technical support training for a Contact center is both generic and client-specific. The
starting level of the training process consists with intensive technical training in different
technologies, IT helpdesk options and client care skills with a concentration on etiquette, language and accent. At the upper level of a Contact Center education, agents are taught on effective communication and team building skills. The training makes technical support agents the handlers of troubleshooting and processing of queries on Desktop, Internet, Server and Networking Domains. Agents are being qualified as competent technical support personnel only after completion of the training.
Contact Center based technical support process: Levels of support and staffing
Offshore technical support Contact centers offer Tier 1 and Tier 2 support, upon these
levels is reached; a call is escalated to the customers technical support team. However, technical support centers normally provides an additional level of high-end technical support (Tier 3 support), including a bug-fixing and advanced problem resolution. At the first level of Contact Center staffing, the minimum eligibility for Technical Support Representatives (TSRs) or agents is a college education. Voice performance is a key part of the training at this level.
The second level of Contact Center support has Senior Contact Engineers. Internal voice training and two years of practical work experience are the requirements to have. These agents handle entry level Contact Center calls. The third level includes Team Leads who must have at least 4 years of relayed practice and to be 3rd party certified professionals. They can manage calls that are escalated to the 1st level of escalation. At the top level of a Contact Center are the Support Managers. They require at least 6 years of practice and have to have the 3rd party’s certification credentials. They handle calls which reach the 2nd level of escalation.
The Technical Helpdesk Model of Contact Center
The technical helpdesk model distantly provides technical support and customer care
services via Internet/Intranet. The helpdesk offers merged support package, and is
designed to deliver support by means of different - a toll-free number, telephone, VOIP, Interactive Voice Response, chat, email and the web. It also includes an elaborated knowledge and data base with searchable criteria and FAQs.
Helpdesk software of a Contact Center normally is sophisticated enough and makes it
possible to monitor problems and track them until resolving. Helpdesks also provide
information to management regarding support activities.
Contact Center’s calls are queued in order of urgency and priority as defined by the
customer's business regulations. A call is any communication by a customer to the
service desk, whether it is through the telephone or through e-mail, voice mail or other methods of communication.
Helpdesk software of a Contact Center has to support all possible paths that service
requests may proceed from start to completion. For example, a call may directly be
routed to the person best suited to handle it, and may not go through the formal route from Level 1 support to Level 2 and Level 3 support and closure.
The Technical Support Process of Contact Center
Normally, Contac Center helpdesk outsourcing is characterized by
- Customer ownership
- Metrics and SLA orientation
- Periodic audits
- ISO compliance
Advantages of the Technical Helpdesk Model
- Rapid set-up
- Scalability
- High quality
- Predictability
- Higher customer satisfaction
- Flexibility to expand scope
- Greater operational efficiencies
- Cost savings
Features to ensure a flawless technical support process:
Contact center technical support helpdesk is an actual extension of the client's technical service team. Helpdesk software makes the web pages to be configured to the client company's look and feel, with a unique page for each user. All channels of support are accessible and the user is provided with full contact information to get the distant technical support team. The user is provided with previous case studies and dedicated technical support teams to expedite smooth problem resolution. The technical support process at all stages is extremely customer friendly, maintaining utmost security with benefits like:
- Web-based
- Coded username and password for clients
- 24x7 login and data visualization by customers
- Simultaneous and customer-defined updating of reports
- Customized report generation across different time intervals (Daily / Monthly /
- Date Duration)
- Regular feedback updates
- Drill-down to individual case-transcripts
Contact center helpdesk as sales agent
In the modern competitive environment, it is essential to grab every opportunity to
attaine new customers. Technical support agents widen up prospect contact opportunities, increase customers' comfort levels and achieve increased sales by:
- Assisting prospective customers decide on which software/hardware to buy
- Managing queries on usage and application
- Cross-selling of products and services
- Up-selling new versions or applications to encourage product upgrades
Contact Center technical helpdesk also provides customer support and helps ensure
customer confidence post sale, by remotely walking a customer through usage-related
problems, directing him to self-help solutions and troubleshooting problems.
Besides technical support and problem resolution, the technical helpdesk is a valuable
resource for handling pre- and post-sales support for technical products like application software. Contact Center trainers are increasingly bringing in a sales perspective to technical support training programs.
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