At Microland, the emphasis is on building a comprehensive knowledge base and focusing on the top 10 reasons for customer calls. The strategy helps us with faster call resolution and lowered repeat calls, helping our customers make direct savings on support.
- Sharad Heda, CEO, Microland GTS
Microland’s 24x7 technical support model for the global consumer and Small Office Home Office (SOHO) has been specifically designed to deliver impressive first time resolution rate, quality of service and a high degree of customer satisfaction at an optimized support cost.
A vast pool of 2300+ technology support professionals supported by robust technology infrastructure, state-of-the-art Virtual Labs, COPC and Six Sigma oriented quality assurance framework and standardized processes enable us to deliver consistent, accurate and dependable consumer technical support. With 20+ years of technology domain experience and expertise, Microland can analyze technical support contacts by product line and provide continuous product improvement guidelines, design and deploy customized CRM solutions, design free and premium consumer technical support models, create knowledge base and training modules as well as develop simple and effective self-help options for customers, thereby reducing first time calls and resulting in significant long-term gains.
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