Technical support is a requirement for any company that sells, leases, or maintains equipment. However, the resources necessary to operate a full technical support call 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.
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 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.
What Does Level 1 Tech Support Offer?
Level 1 technical support can filter help desk calls and provides basic support and software or hardware troubleshooting, such as password resets, clearing browser cache, providing basic product installation or troubleshooting information, ticket routing and escalation to Level 2 and Level 3 support. Callnovo level 1 tech support team can also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. Callnovo level 1 technical support team gathers and analyzes information about your customer/user’s issue and determines the best way to resolve their problem. Our level 1 tech support service can also provide support for identifying Level 2 and Level 3 issues where solutions have already been documented.
If a Callnovo level 1 agent is unable to assist a customer, the issue will be escalated to your own in-house level 2 team. The agent will also transfer all of the information collected from the customer as well as the attempted solutions and other documented information. This allows your level 2 team to focus directly on the problem rather than spend time collecting data and asking questions about the problem. The same will be done in any case where the issue needs to be escalated directly to level 3 technical support, although normally that is done by a level 2 tech support agent.
Callnovo past experiences in tech support call center outsourcing
We have assisted our clients in a wide number of different outsourced technical support areas, including the following:
Cloud-based Software Tech Support, Application Tech Support, Trouble Ticket Management, VoIP System Support, IPTV System Support, Smart Device Tech support, ISO and Android App Support, Small Electronics Tech Support, Appliance Tech Support, Server Monitoring, Security Monitoring, and Tech Support.
In addition to assisting with outsourced technical support in these areas, we are always expanding and learning about new fields. No matter what industry you are in, we can train our support team on your unique needs and technical support system. We will incorporate your own training materials into our own training to ensure your agents understand your specific needs, terms, and systems.
Benefits of outsourcing call center technical support services to Callnovo
Experienced and trained technical helpdesk representatives
Call center technical helpdesk services on a 24x7x365 days basis
Flexible pricing methodology and pricing models
Service on demand. Scale up or scale down at any time
Streamlined business processes
Save on time, effort and resources
Working with Callnovo doesn’t take a large amount of time to set up, either. We can have our team trained in basic tech support to take over your level 1 customer needs quickly. As we continue to partner with you, we can train your dedicated support team on additional issues, allowing them to take on more of your tech support workload and freeing your team up to focus on other tasks and projects.
Callnovo offers tech support in the following languages:
Chinese( Mandarin, Cantonese) tech support
English tech support
Spanish tech support
French tech support
Russian tech support
Vietnamese tech support
Bahasa Malaysia tech support
Bahasa Indonesia tech support
Japanese tech support
Korean tech support
Thai tech support
Portuguese tech support
Some Technical Support call center clients examples
(Confidentiality agreements with some of our clients preclude us from providing a complete list)
|Multilingual Call Center||Deployed City||Language Services||International Markets|
|Chinese (Mandarin and Cantonese) Call Center||China||English & Chinese Bilingual, English & Mandarin & Cantonese trilingual||Greater China Region and overseas-Chinese communities|
|English Call Center||Philippines||English||United States, Canada, United Kingdom, Australia, Singapore, etc.|
|Spanish Call Center||South America||Spanish & English Bilingual, Spanish & Genman Bilingual, Spanish & Italian Bilingual, Spanish & French Bilingual, Spanish & Dutch Bilingual, Spanish & Russian Bilingual||United States, Mexico, Spain, South America, Central America|
|French Call Center||South America||French & English Bilingual, French & Spanish Bilingual, French & Russian Bilingual||France, Canada|
|Russian Call Center||East Europe||Russian & English Bilingual, Russian & Italian Bilingual, Russian & Romanian Bilingual||Russia, Belarus, Kazakhstan, Kyrgyzstan, Armenia, Azerbaijan, Estonia, Georgia, Latvia, Lithuania, Moldova, Tajikistan, Turkmenistan, Uzbekistan, Ukraine, Poland, East Germany, Czech Republic, Macedonia, Serbia, Slovakia, and Latvia Wait.|
|Korean Call Center||Seoul In Korea||Korean & English Bilingual, Korean & Chinese Bilingual, Korean & Janpanese Bilingual||Korean, American Korean community, Canadian Korean community, European Korean community|
|Japanese Call Center||Seoul In Korea||Janpanese, Janpanese & English Bilingual||Japan|
|Indonesian Call Center||Jakarta In Indonesia||Indonesian & English Bilingual, Indonesian & Chinese Bilingual, Indonesian & Malaysian Bilingual||Indonesia|
|Malay Call Center||Kuala Lumpur||English & Malaysian Bilingual, English & Mandarin & Cantonese trilingual, Malaysian & Mandarin & Cantonese trilingual||Malaysia|
|Vietnamese Call Center||Hanoi & Ho Chi Minh In Vietnam||Vietnamese & English Bilingual, Vietnamese & Chinese Bilingual, Vietnamese & French Bilingual||Vietnamese, American Vietnamese Community|
|Thai Call Center||Bangkok in Thailand||Thai||Thailand|
|Portuguese Call Center||South America||Brazilian Portuguese & Portugal Portuguese Bilingual, Portuguese & English Bilingual, Portuguese & Spanish Bilingual||Brazil, Portugal, Angola, Mozambique, Guinea-Bissau, Timor-Leste, Guinea-Bissau, Macau, Cape Verde, Sao Tome and Principe, and thousands of Portuguese-speaking immigrants around the world.|
Contact Us Today for More Information
Callnovo is here to assist you with all of your technical support outsource needs. Contact us today to discuss how we can help you.