Technical Support is a critical component of many products and services and key to customer satisfaction and repeat business. Customers expect friendly professional support, empathy for their situation, effective troubleshooting and a solution the first time they call. inTelegy’s team has spent more than 20 years in the high technology marketplace, developing an extensive set of best practices that can be applied to your specific technical support requirements.
Offering
Whether it’s Up & Running Technical Support or troubleshooting vast networks, inTelegy has a suite of offerings that can be tailored to your needs. We specialize in support for Original Equipment Manufacturers, Internet Service Providers, Independent Software Vendors, Telephone and Wireless marketplaces.
Selected features of inTelegy’s Technical Support Offerings include…
Guiding … Pointing … Referring
Customers bring their own skills and experience to every contact. Our Associates utilize their training and troubleshooting skills to accurately set the best approach for each customer interaction. Some Customers need to be guided through every step to a solution, where others only need to be pointed to an intermediate solution in the process to a complete solution, while others just need to know where the answer is…so they can solve the problem themselves.
Effective Resolution … in the first interaction
For most Customers, first call resolution is the most important aspect of their technical support experience. Their goal for calling is a swift and accurate solution to their problem. At inTelegy, we continuously monitor and manage first call resolution, changing our training and troubleshooting methodologies to maximize this important metric.
Product / Program Feedback
inTelegy has a highly refined process for providing extensive early failure feedback directly into engineering and support management. We specially train launch teams on effectively recording problems and symptoms, building knowledge materials for broad base use and establishing update training as trends are identified. This process leads to statistical modeling of key failure/ process data and identifies costs and customer impacts of the information collected. This data is then utilized in the factory or program management groups to eliminate the problem source before additional product ships.
Internal Escalation
We’ve established an approach to real-time problem escalation that provides our first tier Associates with access to additional resources should they encounter situations beyond their knowledge. Our centralized escalation group not only helps resolve real-time escalations but actively monitors “long calls” for opportunities to assist in problem resolution. This not only provides an excellent learning opportunity for our tier one Associates but also provides the Customer with a fast response to their inquiry.
Service Costs
The total cost of warranty hardware repair can be as much as twice the total telephony support costs for a company. With individual service dispatches costing over $200.00 and a support call costing only $6-12 dollars, it is critically important the appropriate management processes be in place to ensure the most effective approach is used for each situation. At inTelegy, we’ve established tried and true processes for dispatch avoidance, minimizing parts per dispatch, and eliminating repeat dispatches for the same issue.
Up Selling & Cross Selling
Wouldn’t it be great if Technical Support was actually a profit center? At inTelegy we believe every Technical Support call represents an opportunity for increased revenues and margins. Does the caller need a new printer, an extended warranty, additional memory or a cd-rom? Our highly trained support Associates will identify these opportunities and book additional high margin business for you.
Flexibility
Do you need to ramp up quickly to address rapid growth or new product introductions? Our extensive Employee Recruiting and Employee Selection Processes keep a ready pipeline of qualified applicants to allow us to rapidly ramp to meet your needs. Additionally, we can provide you flexibility in managing seasonal or uncertain call volumes.
Key Results Areas
At inTelegy, we will meet with you during every step of the implementation process to define your requirements and goals. Once business is underway, we rigorously manage these metrics by half hour intervals to ensure your goals are met.
Think of all the processes, tools, and curriculum that you don't have to create, test, and implement! To review examples of InTelegy Operations Management methodologies, contact your InTelegy sales executive or email us today at
vdutto@intelegy.com.
