Outsourced technical support call center

Outsourced Global Technical Support Contact Center

Outsourced technical support call center is a requirement for any company that sells, leases, or maintains equipment or software. However, the resources necessary to operate a full technical support contact center are often costly. The cost of employee salaries and benefits, the facility and utilities needed, and the equipment required can quickly spiral out of control. This is why outsourced technical support has become so popular. Callnovo offers full technical support for businesses in any industry and of any size. Whether it’s a few decided agents or a team of professionals, we are here to assist you.

Our very own Callnovo Contact Center offers superb Outsourced Technical Support Call Center that can successfully filter help desk calls to provide tier 1 tech support as well as hardware and software troubleshooting – such as: password resets, browser cache and data clearing, basic product installation or troubleshooting information, and ticket routing. Our outsourced tech support team can successfully gather and analyze customer information – including information on their issues – to determine the most effective solutions to their issues; furthermore,
if needed, our professional T1 tech support team has the ability to successfully identify issues that must be escalated in order to escalate and route them to the right tech support teams – whether it be tier 2, tier 3, or even outside tier 4 vendor maintenance – including IT applications support. For such issues that cannot be handled by our very own tech support team, Callnovo is able to easily escalate customer issues to your own in-house T2 tech support team; likewise, our agents are able to transfer all of the information that has been collected from customers – including information on any attempted solutions – as well as other documented information. This transfer of information can allow your T2 support team to focus directly on customer issues rather than have your team spend time collecting any necessary data and / or the answers to customer questions – which can just be a waste of time and resources. Our technical support team can transfer such information regardless of if issues need to be escalated to T2 support or directly to T3 support (which our team also has the ability to do instead of having tier 2 support pass such issues on up).
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Level 1 Tech Support

In most companies, tech support is broken up into levels. In most cases, the higher the level, the more complex the problem is. Many customers never need to advance past level 1.Level 1 tech support is the first point of contact for a service request, via telephone, email, ticket or live chat. Callnovo’s global Outsourced Technical Support Call Center solution can pre-qualify and troubleshoot your customers’ problems/issues 24hours and 7 days. With Callnovo level 1 tech support service, the majority of your end-customers/end-users now have access to technical support without using your organization’s expensive level 2 and 3 technical support resources. Make it simple, level 1 technical support helps your organization drastically reduce payroll expenses for in-house Level 2 and 3 technical support representatives. Outsourced technical support, also allows you to avoid expanding into a larger facility and purchasing the equipment necessary for operating your own tech support center. While you will still need workspace and equipment for your level 2 and 3 tech support teams, those teams are generally smaller than a level 1 team because they’re not needed to handle as many problems. By reducing your tech support staff to only level 2 and 3 agents, you greatly reduce your expenses.

16+ Years' Experience in Outsourced Technical Support Call Center Services

Appliance Tech Support / Application Tech Support / B2B Software / Cloud-based Software Tech Support / Consumer Electronics / General Tech Support / IPTV System Support / ISO and Android App Support / Security Monitoring / Server Monitoring / Small Electronics Tech Support / Smart Device Tech support / Trouble Ticket Management / VoIP System Support In addition to technical support assistance in the above areas, we are always expanding and learning new fields; no matter what industry your business is in, we can successfully train our support team to support your unique needs and technical support system. We promise to incorporate your own training materials into our own training so as to ensure that all agents understand your specific needs, terms, and systems.

Callnovo Offers Outsourced Technical Support in the Following Languages

List of Various Tier 1 Tech Support Clients

(Confidentiality agreements with some of our clients prohibit us from providing a complete list.)

Chinese Call Center
English Call Center
French Call Center
Indonesian Call Center
Japanese Call Center
Malay Call Center
Portuguese Call Center
Korean Call Center
Russian Call Center
Spanish Call Center
Thai Call Center
Vietnamese Call Center

Why Us?

What makes Callnovo a leading global customer service outsourcing partner? The Perfect Blend of Quality People and Cutting-edge Technology

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Responsibility

Passionate Client Success Manager guides client through the initial implementation process into the future ongoing long-term high quality customer experience operation success in all languages globally

Callnovo-Quality

Quality

We screens out qualified talents, guides client through the training and pre-launch assessment, then consistently monitors CSAT, Client monthly review, agent attandance, KPI, as well as team spirit etc.

Flexibilty

1 FTE minimum team size; Fast deployment on service team and contact center techonlogy globally; Supporting client scaling up and scaling down quickly

Cost Savings

At a fraction of cost of client in-house hiring, Callnovo as a one-stop provider to handles client global customer service needs with native or near-native speakers, as well as home-grown state-of-the-art technology

Our Process

From onboarding process to the future daily operations, Callnovo makes customer service outsourcing Simple and Relaxing!

Step 1

Request for a Quote

Full out our web quote form or communicate with our team directly about your needs

Step 2

Callnovo Customize solution
Callnovo business team will customize an outsourced operation stragety and technology solution for your current size and needs, and will quote the price to you

Step 3
Sign Agreement We will send an e-agreement for you to review and sign. Only minimum 6 months with 1 FTE minimum team size
Step 4

We Build Your Team
Callnovo HR departement will start to match candidates in your field from our candidates pool. We will assess candidates language skills and service skills.

Step 5

Connect Technology Solution
Callnovo IT department will start to customzie CRM and implement contact channel inter-connection, as well as other integration work if needed

Step 6

Training and Onboarding
Client Success Manager will be focused and fully involve through out this most important step. We will closely communicate the monitor each single details to ensure the success

Step 7

Go-Live and Expanding

Callnovo outsourced team begins to work just like a genuune extension of your in-house contact center team, providing world-class CX functions to assit your company grow.

Benefits of outsourcing to Callnovo

Through a global optimized deployment solution of qualified talents, cutting-edge technology, and 16-years proven outsourced operations processes, we enable your brand to reach the whole world customers swiftly and cost-effectively

One-stop Solution and One Responsibility

  • - 200+ Languages serving your global customers
  • - Experienced Multilingual Client Success Manager
  • - Expand your business global customer service team at your finger tips
  • - Lessen your burden of managing multiple vendors

24/7 Round the Clock Support

  • - Flexible schedule to match your business changing needs
  • - Uninterrupted service during your holidays and vacations
  • - Client Success Manager oversees the operations while you are off
  • - Callnovo IT team non-stop support behind

Cutting-edge Technology

  • - Latest and advanced voice communication technology
  • - AWS hosted CRM system
  • - Phone, SMS, Social Media, Chat, Email Omni-Channel
  • - Swift activation of ITFN 800 number and global city number
  • - Full Data Secuiryt Measures and GDPR Compliant

Cost Competitive Service

  • - Optimal Multi-site Offshore operation reducing client expenditure on customer care significantly
  • - Design customized deployment stragety for each individule client
  • - SME-Friendly. Minimum size of 1 FTE
  • - No Setup fee. No Hidden fee. No long-term contract

Extensive Experience

  • - Over 16 years experience in contact center
  • - Trusted by US and Canada Governments and 20+ Fortune 500 companies
  • - 1000+ SME support experiences in 40+ industries
  • - Customized platform integration IT solution available