Technical Helpdesk
In today's highly competitive business environment, outstanding customer service is paramount. Ensuring your Technical Helpdesk agents have all teh answers to hand is a natural step to ensure professional round-the-clock customer care. A solution from CallScripter will ensure that your customers receive professional, concise and efficient answers first time, every time.
Consumers now have a mass of choice at their fingertips and after sales service and care is a critical factor in attracting new customers and retaining your existing customer base.
CallScripter provides solutions for:
- Broadband Fault Resolution
- Hardware Fault Resolution
- EcoRepair – BT's electronic diagnostics tool
Use of CallScripter increases the level of calls which can be resolved by 1st Level Operators, by structuring the fact finding and allowing resolutions to be found via a searchable database of knowledge-based answers.
CallScripter facilitates accurate and efficient data capture of faults whilst, importantly, recording the number of steps taken to resolve the fault. Often, Helpdesk managers only see how many faults where logged and what percentage were resolved, but CallScripter additionally provides the functionality to report on which steps were taken to reach a resolution.
CallScripter allows customers to utilise less-technical agents, effectively guiding them through the resolution, whilst freeing up skilled Technical staff to handle more complex level 2 and level 3 calls. Additionally CallScripter can interface with your back-end helpdesk application to allow agents to open, retrieve and view tickets on the system.
Whilst Technical Helpdesk calls are not strictly scripted, CallScripter ensures agents offer a consistent, professional message to your customers, first time every time. The welcome and closing communications can be scripted to reflect your chosen message, thereby enhancing your customer service reputation.
In summary, CallScripter can provide the following benefits:
- Boost customer satisfaction and loyalty
- Increase revenue and margins due to reduced operational costs
- Increase revenue via cross-sell or up-sell
- Free up your skilled IT team to focus on their area of expertise
- Reports enable collection of data to aid product development and improvement.
Technical Helpdesk clients may also wish to consider outsourcing to our sister company Ansaback who, in conjunction with CallScripter, provide a fully outsourced Technical Helpdesk solution.
http://www.ecorepair.co.uk