Technical Support
Providing a range of tailored technical support and help desk services focused on achieving complete customer satisfaction for our clients' customers
For consumers nowadays, the support they receive after purchase is just as important as the quality of the product itself.
In today's competitive marketplace, a quick response to deal with issues is crucial in maintaining customer satisfaction and loyalty, poor service quality can quickly lead to lost customers.
At Capita we provide a range of technical support and help desk services focused on achieving complete customer satisfaction for our clients. We employ dedicated, technically trained teams to provide comprehensive technical product support tailored to meet the specific needs of each of our clients.
We have over 150 experts in technical support managing over 250,000 customer contacts each year in a number of different sectors from telecoms to automotive. This has seen each of our clients enjoying improved customer satisfaction and retention.
Services
- B2C front line helpdesks providing first time resolution in resolving customer technical queries
- Dealing with third party suppliers, replacing equipment, undertaking diagnostics and managing faults
- Case management
- Multi and highly skilled agents to self-fulfil first time resolutions and provide increased customer experience
- Escalation teams to deal with more complex technical queries
- Site visits on very complex technical solutions
- Technical retentions
- End-to-end management and resolution of all end-user technical queries
- Diagnosing and resolving end-user set up and faults
How we do it
Attracting, recruiting and training the right people -Finding candidates with the right skills, experience and attributes for this environment. Equipping them to build relationships with customers and deliver results through manufacturer training on latest technologies and new products.
Multi-skilled teams - Multi and highly skilled teams with high levels of technical expertise, long tenure and commitment.
Insightful use of MI - Production of Management Information (MI) relating to reasons for contact, common faults and product issues, cancellation reasons and all key business metrics to drive continuous improvement and innovation.
Knowledge base - Production of knowledge bases and technical insight to improve quality and first time fix.
Client successes
- For two leading broadband suppliers successes include:
- First-time fix increased from 60% to 87% following implementation of knowledge driven training plans
- The team have saved 80% of the customers they handle
- Recruitment and training of master technicians in to a contact centre environment
Click here to download our information sheet.