subject: Outsourcing Technical Support [print this page] Technology saves large amount of time of individuals and the organizations by doing the different tasks automatically. With the help of technology we can keep the large amount of data secure and safe. There is proper interface available that help to retrieve the data. Whenever there occurs the problem in hardware or software the customer gets irritated and tries to fix the problem. Sometimes they are unable to fix it. Due to all these issues technical support team was evolved. Technical Support team is the best solution for this that can solve all the technical issues either through the phone or through instant messaging. Sometimes the technical support team resolves the issues remotely. There are two ways to have technical support team either in-house or outsource technical support. In house means that company itself handle the technical queries by hiring the people and training them on services or products they offer while in outsourcing manufacturing company give this job to third party who have specialized team for their products and services.
Almost every technology or telecommunication company has technical support department. Now a days companies prefer to outsource the technical support because it saves lot of cost on infrastructure as well as on training part. The productivity of the business is also increased as the agents are specialized in their own area. Technical support team is available 24*7 so that customers queries are solved any time. There are basically 4 tiers available in tech support team so that customer issues are resolved effectively and efficiently. Specialized people are hired on the top tiers because it is of no use to make the expert person to handle the basic calls. There is advantage of using the tier system. On one side customer satisfaction is maintained making them happy and on other side to cut costs by hiring the tech support that are less specialized.
First Tier: In this agent tries to collect basic information about the problem so that they can know whether the call need to be passed to the higher technician or can be solved at first tier.
Third Tier: Third tier people are the investigators who try to figure out the problem without knowing any cause of issue. The people who are hired here are very costly.
Fourth Tier: In this 4th tier the customer query is forwarded directly to the company whose products or services they have purchased. The customer has passed through all above tiers but the query is still pending.
by: Reema Bajaj
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