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 global consumer and Small Office Home Office ( SOHO
) technical support model 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 technical
support. With 18+ 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 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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