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
Information] 1-800-705-8060
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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