Solution Overview: Technical Support

Call center studies have shown that when a customer encounters a problem with a company's products or services and it is resolved, the customer will be more loyal to the company than those customers that didn't report any problems. Therefore, for most consumers, their experience with technical support can often be the deciding factor in choosing one company over another. The Virtual Call Center gives technical support call centers the tools they need for:

Nothing is more frustrating to a customer than repeated calls to a company's call center to resolve an issue. Technical support centers understand this, and as a result, first call resolution has become one of the fundamental KPIs (Key Performance Indicators) for measuring the effectiveness of the call center. With the solution, first call resolution is a key statistic that is tracked in real time and historical reports, so that supervisors and managers can understand which agents have the best resolution rates, which calls were not resolved, and more.

In addition to providing insights into first call resolution performance, the solution allows technical support centers to actually improve first call resolution by turning insights into action. With the ability use skill-based routing to route each caller to the most appropriate agent along with the information provided by the customer via IVR prompts, the chances of first call resolution increase dramatically.

Technical support agents have a difficult job: they receive calls from customers who already are having an issue, they must usually navigate between multiple applications on their workstation during the call, and after the call they must frequently write extensive notes or otherwise follow up with the customer. The Virtual Call Center helps make life a little easier for support agents, by streamlining their call handling process as much as possible. When calls arrive, available contextual information about the customer is presented, along with a history of previous calls. The agents can make use of convenient keyboard shortcuts to save precious time with each call. Within the application, agents can write notes as needed while they are talking with the customer, schedule a callback, conference in an expert, and more. When the call is completed, the agent can focus on the next call, while all of the information gathered during the call is automatically saved in the system and immediately available to other agents, supervisors and managers.

When callers contact a company for technical support, the chances of a frustrating experience are high. Consumer surveys have shown that two of the main causes of customer frustration are:

By using Virtual Call Center, you can improve your chances for success and reduce customer frustration by eliminating these two pain points. With solution many callers can be automatically identified based on their phone number, so that their entire contact information and history can be made available to agents. Additionally, when customers provide information via IVR prompts, that information is also provided to agents so they will not need to ask the caller to repeat any information they already provided.

Additionally, with solution you can leverage skill-based routing to help ensure that callers are guided to the most appropriate agent, reducing the need for transfers. And, if for some reason a transfer is necessary, the agent receiving the call will have access to the call details, contact history and notes. As a result, not only will your call center will benefit from lower handle times, your customers will be much happier with their experience.