Technical Support

At Call Connect India, We understand the value of the customer. Keeping that in mind we have equipped our technical support team with the latest software skills, and the most important customer service etiquettes.

Key Benefits

We offer you value over 3 parameters:
  1. End user / Customer Satisfaction
  2. Our domain knowledge has resulted in optimized support processes that deliver focused, end user-centric technical support.
  3. Operational Efficiencies - Our effective use of knowledge management tools enhance productivity.
  4. Cost - By leveraging India's cost effective solutions and technical service delivery model.
Services We Offer

We offer a range of technical support services which include:
  1. Technical Product Support
  2. Outsourced Technical Helpdesk
  3. Knowledge Management Solutions
  4. Staff Augmentation Services

In addition to these, we also provide:
  1. Troubleshooting service where the user's technical service request, pertaining to usage of the application is analyzed.
  2. Training services where the user is instructed on how to use features of the application. (This is limited to usage and is not to be construed as training on a stand alone basis).
  3. Advisory services where advice is given on what features of an application should be used to resolve a customer's service request.
  4. Customized reporting on usage patterns
  5. Value added services such as directing customers to escalation points.

Call Connect India Advantage

  1. Complete Support (7x24x365)
  2. After office hours / overflow support
  3. Flexible support options (Incident based, 800 Toll free support).
  4. Independent support infrastructure with dedicated servers and databases.
  5. Seamless extension with existing support delivery mechanisms
  6. SLAs with clearly defined performance norms
  7. Standard and customized reporting
  8. Integration with existing processes for call management, incident management, reporting

Where does our expertise lie?

Specialized expertise in the following areas
  1. Desktop / Server / Network products and Applications
  2. Productivity / Graphics / Collaboration / Groupware applications
  3. Devices (Peripherals, PDAs)
  4. Wireless (Modems, Services, Applications)
  5. Operating Systems
  6. Web authoring and publishing tools
  7. Access (Dialup, Broadband)
  8. Email / Browsing / Other Internet applications, services and utilities
  9. Ongoing initiatives to build expertise
  10. Third party certifications
  11. Train the Trainer
  12. Simulating customer / user environments

How is this support delivered?

The following Channels are used to deliver technical support services:
  1. Telephone
  2. Remote Diagnostic and Collaborative browsing tools
  3. Chat
  4. Email
  5. Self-help resources (which utilizes a Knowledge management framework using advanced technology)

Who can Benefit?

Industries some of which are:
  1. Original Equipment Manufacturers(OEMs) - PC/PDA/Peripherals/Devices
  2. Software publishers/Application vendors
  3. Enterprises-Help Desk Outsourcing
  4. ISPs
  5. ITSPs

   



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