Technical Support
At Nukala Vodata
technical support outsourcing is evolving from simple call handling to business
process reengineering. The IT Help Desk has expanded to the integrated Service Desk.
India has proven its capabilities in strategic call center technical support outsourcing,
both onsite and offshore. Industry majors are outsourcing technical support to India,
not just for cutting costs, but for transforming their business processes and providing
strategic business value.
The Technical Support Service has a strategic value in
- Increasing customer satisfaction and retention
- Increasing revenues through cross-sell & up-sell of services
- Increasing employee satisfaction through the internal help desk function
- Reducing costs
As its role and importance is being re-defined around user needs, the Technical Support
is being seen as an integral part of the service function. It brings multiple resources
together to solve issues to the customer's satisfaction and is evolving into the
integrated service desk.
From cost centers to profit generators
Marking the change from cost centers into profit generators and guardians of customer
loyalty, these highly evolved contact centers have moved out of the background of
the customer support function and into the limelight as valuable aids to a company's
marketing wing. They are employing a host of new technologies to support pre-sales
and post-sales service
Information is the key to business success
From customers asking questions about new products or making complaints to tech support
agents or help desk analysts resolving problems - all the information flowing into
the tech support center or help desk is highly valuable. The data can be mined to
reveal trends that enable prompt business decisions. Powerful data capture and analytics
tools allow real time reporting every five minutes or half an hour, keeping a company
abreast with the trends in the market.
Enabled by best-of-breed technology
Powerful technologies at Nukala Vodatas technical support centers include
- Optimized internal support processes
- Workflow configuration and task automation
- Intuitive, collaborative features
- Flexibility
- Customization to the unique needs of your business
Global majors have not only dramatically reduced costs but have improved the quality
of their services by outsourcing tech support to India. They have shown their confidence
in the capabilities of Indian service providers with year-on-year repeat contracts
Nukala Vodata
offers a proven BPO offshore delivery model, reliable telecommunication links, quality
and process maturity, voice support skills, qualified engineers with technical and
customer support skills.
Customer solutions and support for
- Troubleshooting calls
- Software problems
- Internet service problems
- Computer hardware problems
- Up-sell/cross-sell purchases
- Corporate helpdesk support
- Warranty