WTC, Wilmington, Delaware,USA
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Technical Support Outsourcing

Technical Support Outsourcing

In the competitive business environment of today, the importance of customer support is increasing. Consumers have several options to choose from in the market and other than price and quality, the post-sale technical support and service they receive is a key factor in attracting new customers and retaining existing ones. Catering to general customer complaints and questions are one aspect of customer support, but what about the technical problems that may arise concerning your product or service? It is essential to devote resources to technical support that will cater to a range of technical problems that the customer may have

Benefits of Outsourcing Technical Support Services
  • Higher revenue and margins due to reduced operational and infrastructure costs
  • Focus on core functions and business value creation
  • Improved operational efficiencies
  • Increased levels of customer satisfaction and customer loyalty
  • Leveraging the skills inventory of dedicated technical support teams

  • Access to the vast database of customer FAQs and troubleshooting fact-files
  • Multi-language technical support services
  • Facilitates improvements in product design process
  • Improvements in service delivery

Technical Support Services Outsourcing: Pricing Models
  • Per Closed Incident
  • Per Interaction or Contact

  • Per Talk Time
  • Per Resource Deployment

Other pricing strategies include:
  • Fixed cost/variable cost,
  • Per minute,
  • Per hour,

  • Fixed percentage of employee usage,
  • Incremental flat rates – incremental flat rates refer to pricing for a predetermined quantity and/or level of services at set prices.