IT Enabled Services
Technical Support Services
A strategic differentiator
In a world of intense competition, products are often “me-too.” Outsourcing technical support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses and problem resolution mean happier customers, and that translates to healthier bottom lines.
Today, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call center systems to form a single point of contact (SPOC) for the customer. Here's where technical support can create a strategic advantage for your product. IT helpdesks in India cover the entire spectrum of superior technical support services that helps your product stay ahead of the competition.
Information is 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. Proactive management of issues is possible using the information provided in dashboards. This is business intelligence (BI) that can be acted upon in real time and is invaluable to the success of a business.
24 hour help desk centers in India: Staffed with qualified bilingual engineers
Helpdesk support personnel at NTPL are well-qualified engineers with technical knowledge and hands-on experience in customer handling. They undergo a rigorous selection process that matches their capabilities to the outsourcing company's business expectations.Training typically takes six weeks and develops the technical and customer service skills of the agents. The intensive technical support training process familiarizes helpdesk personnel with specific product features and functions, the client's requirements and business rules, reporting systems, escalation processes, whisper coaching assistance by an experienced mentor, and more.
NTPL customizes recruitment and training of tech support consultants to your specific needs.
Enabled by best-of-breed technology
Powerful technologies at our 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. NTPL offers a proven ITIL based BPO offshore delivery model with world-class helpdesk infrastructure capabilities, reliable telecommunication links, quality and process maturity, voice support skills, and qualified engineers with technical and customer support skills. Outsourcing is a mature industry in India and Indian vendors have the experience of working with global companies over several years following global best practices and delivering to high levels of quality.
Contact NTPL now for call center services that can drive you ahead of your competition. Our customer engagement team would be able to understand your requirements and give you accurate pricing quotes.
