Solutions
Services 

Support Process

U.S. Based 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.

• Pooled resources with 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.  

• 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).

• Viewing customer's screen provides 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.

• Dedicated phone line answers with the customer's branded product or service center identity.  Data collection for reporting is available 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. 

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