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Inbound Services - Technical Support Services
At Axiom technical support outsourcing is evolving from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk. India has proven its capabilities in strategic call center technical support outsourcing, both onsite and offshore. Industry majors are outsourcing technical support to India, not just for cutting costs, but for transforming their business processes and providing strategic business value.
The Technical Support Service has a strategic value in:
Increasing customer satisfaction and retention
Increasing revenues through cross-sell & up-sell of services
Increasing employee satisfaction through the internal help desk function
Reducing costs
As its role and importance is being re-defined around user needs, the Technical Support is being seen as an integral part of the service function. It brings multiple resources together to solve issues to the customer's satisfaction and is evolving into the integrated service desk.
From cost centers to profit generators
Marking the change from cost centers into profit generators and guardians of customer loyalty, these highly evolved contact centers have moved out of the background of the customer support function and into the limelight as valuable aids to a company's marketing wing. They are employing a host of new technologies to support pre-sales and post-sales service.
Information is the key to business success
From customers asking questions about new products or making complaints to tech support agents or help desk analysts resolving problems - all the information flowing into the tech support center or help desk is highly valuable. The data can be mined to reveal trends that enable prompt business decisions. Powerful data capture and analytics tools allow real time reporting every five minutes or half an hour, keeping a company abreast with the trends in the market.
Enabled by best-of-breed technology
Powerful technologies at Axioms technical support centers include:
Optimized internal support processes
Workflow configuration and task automation
Intuitive, collaborative features
Flexibility
Customization to the unique needs of your business
Global majors have not only dramatically reduced costs but have improved the quality of their services by outsourcing tech support to India. They have shown their confidence in the capabilities of Indian service providers with year-on-year repeat contracts. Axiom offers a proven BPO offshore delivery model, reliable telecommunication links, quality and process maturity, voice support skills, qualified engineers with technical and customer support skills.
Customer solutions and support for:
Troubleshooting calls
Software problems
Internet service problems
Computer hardware problems
Up-sell/cross-sell purchases
Corporate helpdesk support
Warranty or post-warranty support
Contact US to Outsource technical support to Axiom.