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Technical Support

At Softwil's technical support centers, technical support outsourcing has long since evolved from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk.


From IT Help Desk to Integrated Service Desk

The goal of IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers. The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole.

IT Help Desks at traditional call centers in India have been transformed into modern customer information centers (CICs) or contact centers. The role of technical support has expanded to include telesales – both pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, call center technical support, remote IT infrastructure management services.


Technical Support Service – A strategic differentiator

In a world of intense competition, products are often "me-too." Outsourcing technical support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses, and problem resolution means happier customers, and that translates to healthier bottom lines.

Today, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call center systems to form a single point of contact (SPOC) for the customer. Here's where technical support can create a strategic advantage for your product.

24 hour help desk centers: Staffed with qualified engineers

Helpdesk support personnel at technical support centers are well-qualified engineers with technical knowledge and hands-on experience in technical problems handling. They undergo a rigorous selection process that matches their capabilities to the outsourcing company's business expectations.

Training typically takes six weeks and develops the technical and customer service skills of the agents. The intensive technical support training process familiarizes helpdesk personnel with specific product features and functions, the client's requirements and business rules, reporting systems, escalation processes, whisper coaching assistance by an experienced mentor, and more.

Enabled by best-of-breed technology

Powerful technologies at India technical support centers include:

  • Optimized internal support processes
  • Workflow configuration and task automations
  • Intuitive, collaborative features
  • Flexibility
  • Customization to the unique needs of your business

Global majors have not only dramatically reduced costs but have improved the quality of their services by outsourcing tech support to India. They have shown their confidence in the capabilities provided by us with year-on-year repeat contracts.