Tech Support Call Center

What is a tech support call center?

Tech support call centers provide phone answering services to customers who have experienced technical issues with soft- or hardware. Support agents can:

• Provide instant assistance.
• Be on-call for out-of-business hours.
• Act as a hot line during maintenance.
• Follow technical processes and notify customers about any disruptions.

Technical support specialists stand between a customer and a product. They have to be knowledgeable, empathetic and tech-savvy. A technical support team must have sufficient skills to ensure a high customer satisfaction rate and a perfect customer experience.

Main tasks of help support call centers

Take calls 24/7

More than 80% of customers want to get instant answers and replies, regardless of the communication tool. Providing instant replies will be impossible if a technical support team does not work around the clock. Tech support call centers must provide quality support solutions 24/7 to benefit their customers. If that is impossible — a company might lack monetary or human resources — technical call centers might want to opt for an outsourced support solution that would provide services on a consistently high level. Technical support is one of the best ways to indulge your team and provide them with answers about a product or a service.

Log every customer ticket into the system

One of the keys to the success of a tech support call center is a perfectly suited CRM system that would have the logs on all customers and their inquiries. A proper help desk solution will help a support team keep customer information organized and at-hand. Having customer tickets logged in properly can not only help a technical support team structuralize the information. It will also help developers see the most common issues customers have and fix them quickly, which will result in a constantly improving product.

Resolve L1 technical support tickets

Technical support call center’s responsibilities go far beyond simply answering customers’ questions and logging them into a CRM system. If properly trained, they can resolve simple technical questions and customer tickets — so-called Tier or Level 1 customer tickets. These are the simplest customer inquiries that can be resolved upon the first chat or call. Technical support consultants need to have a basic product understanding to be able to help the customers on the spot. Gathering, managing and always updating the knowledge base will help the team with this task.

Escalate L2-L3 customer tickets

There is only so much that can be done by a call center. Technical support teams must know how to resolve the simplest questions. But when it comes to Tier 2 and 3 tickets, they must know a proper escalation procedure:

• What constitutes Tier 2 and 3 technical support tickets?
• How to inform customers, their inquiry will take time to be resolved?
• Which developer deals with certain problems?
• What software is implemented into the escalation process?
• How long will an issue take to be resolved?

Knowing the answers to these questions will allow a tech support call center team to escalate issues properly and ensure fast resolution.

In-house and outsourced tech support team — what’s the difference?

A business can build a team in-house, or outsource its technical support. What are the perks of outsourcing in the case of technical support?

It is easier

A technical support team requires:

• Proper soft- and hardware.
• Meticulous training.
• A separate and dedicated space to work in.
• A separate and dedicated management team.
• Extensive knowledge base.
• Continuous team building process.

To fulfil these, a business needs a lot of time and resources. As a result, more than half of businesses prefer to hire an outsourced support company that would provide technical support to them. SupportYourApp has been providing technical support for businesses for a decade. We have set up all our processes for the teams to be at their most efficient. Our management makes sure all technical support consultants have proper soft-and hardware and good working conditions. We are open to communication and always actively listen to each other. As a result, we always improve and perfect our communication and processes.

It is more secure

Cybercrime saw a 600% increase in 2020. 88% of companies around the globe have reported phishing attacks, which will prompt a cybersecurity market to grow to $170.4 billion in 2022. Unfortunately, not every business can afford proper security measures for its technical support. For small and medium businesses, outsourcing is the only way to properly protect themselves from phishing, malware, and other attacks. SupportYourApp is PCI DSS Level 1 Service Provider and ISO certified. We are fully GDPR- and HIPAA-compliant. We follow all cybersecurity trends and always take measures to protect our clients’ customers’ information from unauthorized access. Our entire team passes security tests and checks to make sure we are fully dedicated to maintaining the highest level of security.

It is more efficient

Resource- and effort-efficiency. That is what an outsourced tech support call center team can bring to any business. If a business needs a bi- or multilingual support team with specific technical knowledge, we:

• Take over the hiring process.
• Check the level of language knowledge.
• Take over company and product onboarding, with only a minimal amount of effort from the client’s side.
• Conduct QA and check the level of the team's knowledge.
• Manage all processes and expand the team upon request.

An outsourced technical support solution can also provide a business with more freedom to focus on growth, development, and in-house teams. Implementing a tech support call center into the system will ensure professional assistance, fast resolution, and efficient collaboration.