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" Finally an affordable integrated  CRM solution that implements very fast and is easy use for all my staff..."  [More Information

NEWS   

July 27, 2007, Columbus, Ohio, TWI announces NEW 12¢ per minute 800 toll free teleconferencing services.  There is no minimum fee and sign-up is available online for group conferences anytime.
[More Information

 

Services

Solutions
Support  

TechCall Service Packages include all  three levels of Support:   U.S. Based Call Center Support

Tier 1 - Customer Service and General Tech Support
Tier 2 - Technical Support Services
Tier 3 - Advanced Technical
    
[More Information1-800-705-8060

Option One:  9 AM - 9 PM ET, 8 AM - 8 PM CT, 7 AM - 7 PM MT, 6 AM - 6 PM PT
Monday - Friday, Business Hours Coverage

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.  Fast implementation.

  • 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 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 (as directed by client processes) 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.  SKILLS BASED CUSTOMER AND TECHNICAL SERVICE routing.

  • 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.  THIS MODEL CAN ALSO BLEND WITH SHARED TECHNICIANS TO EXPAND COVERAGE AND LOWER COSTS.

  • 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 $1,275 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

 
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