Companies need to invest, upgrade and provide end-to-end support services keeping pace with the ever-changing technology without having a negative impact on the quality of service. There is a need to focus on customer service and post-sale technical support as critical service differentiators that help organizations stay ahead in a highly competitive business environment. Outsourcing technical helpdesk is no longer looked upon as a short-term cost-cutting tool with the focus now shifting to long-term competitive gain. In order to provide customers with end-to-end support services, firms must deliver a superlative customer experience and also find ways to reduce the cost of operations while driving for new revenues.
The technical helpdesk infrastructure capabilities of the offshore partner are a significant factor in ensuring seamless transitioning of helpdesk functions. Offshore technical support centers and helpdesks in India are thus investing in cutting-edge technologies and state-of-the art technical helpdesk.
HCL BPO is a leading and respected player in the Technical Support Services segment and aims to relentlessly deliver value in addressing each Client’s specific business goals. Helpdesk models are thus tailored to meet the needs of individual customers for successful outsourcing outcome, as the one-size-fits-all option no longer exists. Acknowledging the concerns of the market through commitment and customer feedback, the company has developed solutions for the entire Support Life Cycle Management.
- Multi-Channel Support Solution: Voice / Email / Chat / Web
- Enabling Tools: CRM, Knowledgebase, Remote Diagnostics
Technical Support Services is HCL BPO’s largest service offering in the BPO arena deployed in various services.
These services span across:
Level 1 Support Services
- Functional Usage Support
- Provisioning / Installation / Configuration
- Email / Chat / Web support services
Level 2 Support Services
- Line fault troubleshooting
- Line fault repair (Coordination with field service team)
Consumer Hardware / Product Support Services
- Installation / Configuration Support
- Product Registration / Activation
- Functional Usage Support Services
- Engineer dispatch
- RMA / Warranty Support
IT & Software Support Services
- Troubleshooting –L1/ L2
- Functional Usage Support Services – L1
- I-M-A-C: Install, Move, Add, Change Support – L1 / L2
- Repair / Upgrade Issues
- Engineer dispatch
- System & Account Management – L1 / L2
- Warranty/ Post Warrant/ RMA support
- AMC/ Cross/ Up selling of warranty and Spares
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