Technical Helpdesk

• By choosing CallScripter, clients are able to maximise their resources and ensure that staff are being put to their most productive use

In today’s highly competitive business environment, outstanding customer service is paramount. Ascertaining that your technical helpdesk agents have the correct tools is a necessary step to guaranteeing professional round-the-clock care.

CallScripter can enhance your technical helpdesk by providing the following benefits:

• Consumer satisfaction and boosted loyalty
• Increased revenue and margins due to reduced operational costs
• Increased returns via cross-sell or up-sell options
• Your skilled IT team will be freer to focus on their specific areas of expertise
• The data collected will be formatted, and the subsequent reports produced will aid product development and improvement
• The software can interface with back-end helpdesk applications to allow agents to open, retrieve and view tickets on the system
• By structuring fact-finding and facilitating resolutions (found via a searchable database of knowledge-based answers) the level of calls which can be resolved by first-line operators is increased

CallScripter provides solutions for broadband fault resolution, hardware fault resolution and eCoRepair (BT’s electronic diagnostics tool).

CallScripter facilitates accurate and efficient data capture of faults, whilst ensuring the recording of the steps taken to resolve the problem. Often helpdesk managers only see how many faults were logged and what percentage was resolved, but our software can also provide the functionality to report on the steps taken to reach a resolution.

Technical helpdesk clients may wish to consider outsourcing to our sister company Ansaback who, in conjunction with CallScripter, provide a fully outsourced technical helpdesk solution.

For more information regarding eCo Repair, please visit http://www.ecorepair.co.uk