It is imperative that the customer experience is a positive experience that helps meet the various support needs of your customers in terms of resources (services and support) available to them in addition to the timely and courteous support of their purchased device/s.
Teleperformance’s Solutions:
Effective technical support is therefore a major tool of customer care and can bring you a decisive competitive advantage. Our teams of qualified experts have the skills required to understand your technological issues and provide you with technical support functions, bringing together two different services:
- Technical Assistance - Level 1 and Level 2 provides consumers with answers to easy technical questions. These services can be delivered in all our contact centers.
- Technical Assistance - Level 3 is provided by our experts, such as TechCity Solutions in Europe. Specialists in their field, technicians can answer to your clients with a complete technical knowledge of your products. Whether graduates of renowned universities or self-taught, technicians are selected and trained in the company’s operational methods. They use their customer relationship and user listening skills to provide the best diagnosis possible. By a precise knowledge management policy based on continuous sharing and enriching of information, the agents achieve a high first-call issue resolution rate. The three key actions in client relationship management (understand, solve and validate) are continuously measured on the field to achieve customer satisfaction.
- Help-Desk - By increasing user satisfaction, the Help Desk allows our clients to improve their productivity while their information systems increase in performance. The Help-Desk has become essential, having based its success on the concept of one single entry point for all users.
Our aim is to solve users’ problems on the first contact, whether related to the use of office equipment or business applications.
Our teams personalize their responses according to the various levels of requests and expertise of employees.
The workflow associated with the treatment of each incident is traceable and can be consulted remotely by the client’s IT management including escalation management, real-time automatic warnings, reminder procedures and customized management activity reporting.
Our capabilities span the delivery mediums of:
- Voice – inbound and outbound live agent capabilities, technology, and infrastructure from any of our facility locations domestic and offshore.
- Email & Chat – alternative delivery mediums provided through our Instant Service tool suite
- IVR – Complete end-to-end Interactive Voice Response technology and capabilities that can be customized specific to program requirements
- Back Office – facilities, technology, and infrastructure to handle back office processing, data entry, mail processing, accounts receivables/payables