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Technical Support
World Class technical support with world-beating value
We are skilled at providing high quality technical support to consumers, businesses and corporate staff. Our experience has helped us develop a series of custom training, software systems, staffing methods and quality control mechanisms for provision of world-class, second-to-none multi-modal support.
Challenges Opportunity Value
Business Challenges
The demands on your organisation to provide support to users who trust you and turn to you for help in an increasingly multi-vendor, integrated environment are great. In responding to the needs of your customers or users you face the challenges of:- Managing the expense of tech support as one of the highest ongoing costs in your business
- The organisational machinery of hiring, training, scheduling and supervising armies of support personnel
- Developing skills, retaining staff, monitoring quality
- Ensuring a positive customer experience and positive market image
Business Opportunities
Studies indicate that the cost to acquire a new customer is 10 times greater than the cost of maintaining an existing one and studies have shown that even a 5% increase in customer loyalty can result in as much as a 75% improvement in profitability. So every contact you have with your current customers is important. Each customer contact can determine whether your customer will provide you with repeat business, a renewed contract and/or positive word of mouth that generate additional sales. With each contact you have the opportunity to: - Build customer rapport and loyalty by providing professional responses and solving problems on the first call
- Reduce churn and improve retention by delivering service that brings delight to your customers
- Increase revenues and ARPU by “Selling on the service call” e.g., n-Play Services, VoIP, etc.
Serco BPO Services
We offer a diverse range of Technical Support Services which include:- Basic & advance troubleshooting
- Product related services queries
- Installation support
- Software usage and problems
- Internet related issues
- Connectivity problems
- Application and desktop related queries
- Up-sell / cross-sell services and products
- Product upgrade
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