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USE CASE

Best technical support solutions to set new service benchmarks

Introduction

Our client is a leading IT services company based in the US that provides a host of IT applications and add-ons. This was our first engagement in inbound technical support with the company.The customer wanted to offer best tech support using an inbound technical support helpdesk / remote IT support center to cater to the technical queries and issues faced by their customers in the U.S.

The Challenges

Our customer offers a diverse range of IT services and solutions. Hence, staffing the help desk was our biggest challenge. Technical Support Staff answering the inbound calls had to be:

  • Technically proficient in a variety of tools and technologies
  • Experienced enough to fix customer issuesand answer complex technical queries over the phoneto offer 24/7 tech support solutions

All this was to be achieved in an economical manner, while the client had agreed to offer technical training to the contact center staff for offering the best online tech support.

The Solution

Phykon rose to the challenge and used the vast experience garnered from previous remote IT support projects to ramp up fast. Our solution was three-pronged:

  • Targeted Staffing: We staffed the technical helpdesk with an able and experienced team that had worked on similar projects, and had broad knowledge of the platform(s) our customer's IT solutions were based on.
  • Training: These support staff were further trained on the specific solutions and services offered by our customer so that they could respond to calls confidently and solve problems in a speedy manner.
  • Economy: We used the economies built in the outsourcing model, to locate the technical support help desk services in Bangalore and passed on the savings to the customer so as to meet their budget.

The Outcome

The remote IT support center has been functioning for the past few years in Bangalore. Phykon has been consistently meeting, and exceeding the SLA agreed upon with the customer. There have been no issues logged with respect to Phykon's services on this inbound technical support project.

The customer is happy with the best inbound technical support services we offer and has noted that all technical queries are being handled with precision.The company's technical products and services are being simplified for those who call and Phykon has proven its expertise in providing the right infrastructural support to handle all calls.