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Call Toll Free for Information 1-800-705-8060

TechCall™ Service Packages include all  three levels of Support: 

Tier 1 - Customer Support
Tier 2 - Technical Support Services
Tier 3 - Advanced Technical 

Option One:  9 AM - 9 PM ET, 8 AM - 8 PM CT, 7 AM - 7 PM MT, 6 AM - 6 PM PT
Monday - Friday
Option Two:  24 hours, 7 days a week (24/7)

Service Models

Shared Staff Technicians - Service Package I

• Calls routed to TechCall Central are answered by the technician, "Technical Support".  Customer identifies the product or software problem which allows TechCall CSR to pull up summary screen to begin assisting the customer.

• Advantage of fast service startup and no dedicated phone line charges. 

• TechCall technicians are trained by client's trainer via the TechCall Web Conference Center allowing them to be up to speed in a matter of hours verses weeks.  It also saves on travel and per diem costs.

• Technical supervisors are always on site when a support call requires higher knowledge or elevation beyond initial CSR capabilities.

• CSR has remote control capabilities on-the-fly to connect to the customer's PC without installing software (java controlled visual conferencing).

• This ability to trouble shoot by viewing customer's screen and ability to take control of customer's PC (with permission) improves customer satisfaction and reduces the call time.

ACD routed to Shared Staff Technicians - Service Package II

• ACD (Automated Call Distribution) system allows for special automated handling of calls during peak periods then routes support calls to TechCall Central.  Customer identifies the product or software problem which allows TechCall CSR to pull up summary screen to begin assisting the customer.

• Requires only one dedicated phone line that answers with the customer's branded product or service center identity.  Reporting becomes more extensive from the point of customer contact.

• Training and supervisory processes are the same as in Level I service.

• Remote control of customer's PC and visual conferencing on-the-fly are the same as described in Level I.

ACD routed to Dedicated Staff Technician - Service Package III

• ACD (Automated Call Distribution) system routes call to a Dedicated Technician for Client.  Overflow calls are routed to TechCall Central. 

• Client established the requirements for the dedicated representative who  becomes responsible for training other technicians for back up.

• Dedicated technician service requires more direct phone lines to manage and direct the overflow calls to the trained backup staff. 

Pricing

• Base pricing starts as low as $750 per month with plan minutes included, and a per minute cost over the allowed minutes on the plan.

• Technician preparation training is $20 per technician per hour (2 technician minimum) or $500 per day for assembled training team.

• Web conferencing account and resources are provided to enable the client's trainer to perform the knowledge transfer with visual assistance.

Call Toll Free for Information 1-800-705-8060