 |
 |
| Support
Plans | Expertise
| Support
Team | Infrastructure
| Support
Process | Methodologies |
|
| Technical/customer support training process:
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|
- 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 relevant technology
certification and/or experience is necessary.
- The second level has senior contact engineers. Internal
support process training and two years of work experience
are compulsory. These agents handle entry level support
calls.
- The third level is comprised of team leads that 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.
|
|
| 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: |
|
| Ensure a highly responsive and effective
Help Desk service with U&D Square Enterprise Help Desk services.
U&D Square provides Help Desk services for several hosting
companies. We currently support more than 350,000 users worldwide,
in mixed hosting environments, maintaining high customer satisfaction
levels. U&D Square can help you centralize your IT support
and maximize your employee productivity. Our support processes
ensure consistent and predictable support. |
|
| 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 porta
|
|
| Knowledge |
- Customer Information
- Product information
- Knowledge creation
- Searchable Database
- FAQ's
- Agent /customer facing
|
|
|
|
|
| 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
|
|
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|
| 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)
- Allows a drill-down to individual case-transcripts
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