Technical and Service Helpdesks
Outsourced Technical and Service Helpdesk services provide an invaluable channel for direct communication with customers and a reliable solution for issue resolution.
Providing contact centre support for operations of a technical nature or where technical knowledge is required demands a level of investment both from an outsourced partner and their client. Not only investment in contact management processes but also in recruitment, training and development of the right kind of contact centre agent in order to effectively manage customer contact activity and provide exceptional customer service.
EWA provides a range of outsourced contact centre and contact management services and has direct experience in programmes where a high level of technical or product knowledge is paramount in dealing efficiently and quickly with customer support enquiries.
In addition to technical knowledge and award winning training, all of our bespoke contact centre operations employ our ‘First Call Resolution’ approach to contact and enquiry management. This is especially important for a programme of a technical nature and means that we strive to successfully deal with every customer’s enquiry and resolve their issue or question at the first interaction. Where this is not possible, we ensure that agents are empowered to investigate a suitable solution or escalate the issue and agree a time to contact the customer… and then stick to it!
Technical and Service Helpdesk Services:
Examples of the types of operation we have provided support for include:
- Ecommerce businesses – both user and administrative support
- Filtration systems - support and promotion
- Passenger and commercial vehicles
- Benefit support and entitlement
- Qualification equivalency testing
- Pharmaceutical products
- IT support and systems integration
The bespoke contact centre programmes, associated business rules and integrated communications provided by EWA offer clients all of the advantages of outsourcing – instant access to the latest technology, the benefit of long-term experience in customer relationship management and the removal of the need for expensive internal infrastructure, allowing you to concentrate on your core business secure in the knowledge that your customer and staff support is in safe and capable hands.
Find out more about our Outsourced Technical and Service Helpdesks
To find out more about our Technical and Service Helpdesks, speak to a member of our Business Development team on +44 (0)1245 492 828, or via our contact form.