GetControl™
—Repeatable and Sustainable Excellence
Tier 0–Tier 2 Technical or Customer Support
When Your Customers Need Assistance, Who Do They Call?
Your developers? Engineers? A technical or customer service representative available from 9-5? Are your customers supported after hours? How about on weekends? Holidays?
More and more organizations are realizing the benefits of support outsourcing, including outsourcing technical and customer support operations. Utilizing internal resources to deliver customer support can be quite a strain on teams that are also expected to maintain and enhance current products and develop ones. Establishing or expanding a call center operation requires planning architecture, technology, staffing, service level agreements and more - enough to overwhelm even the most ambitious managers and execs.
Inforonics delivers branded, Tier 0 - Tier 2 outsourced technical support from its US offices 24x7, every day of the year. All services are customizable to meet the technical support outsourcing requirements of your organization.
Our Technical Support Representatives (TSRs) are engineers skilled in multiple technology disciplines, including:
- Publishing & Manufacturing
- Talent Management
- Wireless Connectivity
- Virtualization
- Financial Services
- Retail / eCommerce
- Direct Marketing
- Insurance
- Recruiting and Human Resources (HR)
- RFID Technology
- Facility Management
The Inforonics Difference
Inforonics' starts with a fully redundant best-of-breed Cisco call center infrastructure and adds the skilled engineers, management and process needed to quickly absorb your unique work instructions.
This results in a service that provides some of the industry's best ASA, abandon, and AHT rates; Automation that filters out expensive email support noise; Issue categorization and prioritization; customized escalation procedures to the right stakeholders; effective problem remediation, and continual service improvement with custom KPIs.
The Inforonics Approach
Inforonics' approach to every engagement is guided by ITIL v3 best practice guidelines and considers requirements and outcomes of all stages of the entire Service Lifecycle, including continual service improvement (CSI) Inforonics designs, implements and manages each Technical Support engagement by integrating each client's unique requirements into tested implementation and ongoing project plans.
Clients trust Inforonics to provide a solid call center infrastructure and agents with a wide variety of general IT, Internet Protocol, network skills and soft skills.
Our clients then train our staff to engage their customers and solve their customer's problems as an extension of their business.
- Off-hours & weekends, business hours, or full 24/7
- Fully redundant geo-dispersed Cisco/VoIP architecture
- Use Inforonics or 3rd party ticket systems
- Escalation, Remediation & Resolution
- Event & Defect Categorization
- Issue Categorization
- Escalation & Priority Management
- Mutually agreed to control, qualty & reporting
- Custom KPIs
- Increase reach of enterprise support
- Reduce Monthly Costs
- Eliminate CAPEX
- Pay for what you need
- Unburden internal resources
- Build In Efficiencies & Value
- Measure Success & Value
- Delight your customers
Free Quotes &
Assessments
Traction is the key to consistency, and consistency is the remedy for chaos.
GetControl™ Solutions
Provide everything you need for operational support and a sustainable world class platform for your business services.
Tier 1 Tech Support:
Script-based. Agents drive a series of scripted actions or Q&A and resolves the issue or prepares the issue for escalation to Tier 2.
Tier 2 Tech Support:
Free-form troubleshooting beyond scripted parameters and may have admin-level access to supported systems.
Customer Support (Tier 0):
Non-technical. Agents capture user and issue info, Update business or account data in ticket systems or business apps, and page or escalate issues to client support team.
